Program Manager, EU Reverse Logistics, EU Reverse Logistics Operations Program Management

• Experience in program or project management
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

At Amazon, we are always exploring new opportunities to shape our global business. As a Programme Manager, you’ll be an essential part of innovating and transforming our processes. You’ll be taking the lead on the design and launch of new programmes for our customers. You’ll also oversee programmes that are already running and find ways to improve them. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Amazon.

Amazon EU Reverse Logistics Operations run over 15 Customer Return Operation Centres across EU. As a member of the EU Reverse Logistics Operations team, the EU ReLo Program Manager leads Operations teams in three key areas of focus: Customer Experience, Asset Recovery and Process Compliance.

The Program Manager fills the Subject Matter Expert role for some of the crucial processes, product segments, and metric tools. They will initiate and manage cross-functional, cross-departmental and international projects and improvement programs.

Additionally, the Program Manager independently extracts data and analyzes KPI performance, identifying opportunities for process improvement or defect elimination and sharing best practices across the region which allows to achieve process optimization, including new process definition (either for specific product segments or overall). The Program Manager creates new metric tools, pilots them with Operations partners, and rolls them out across all EU Return Centers. Key metric tools cover all Reverse Logistics KPIs on EU Program level as well as Operational level.

The role will include 20-30% of business travel, mostly across EU and can be based in Luxembourg or any of the main Reverse Logistics FCs (MAD4/6, BTS2, LCJ4, KTW1, EDI4, MXP4/5, LBA2, WRO1 or CWL1).

How you’ll succeed:
The name of your game is to help tackle complex problems that affect Amazon’s Operations and Customers. The teams you work with are always working to resolve just about any problem that arises during the customer journey. They’ll need your input to aid them in thinking ‘outside of the box’.

Together with them, you will aim to:

• Continuously improve the efficiency of operations and delivery processes
• Instill a culture of customer obsession, aiming for excellent customer service
• Maintain Operational Excellence
• Inspire and reward an atmosphere of best practice sharing among employees

Key job responsibilities

• Launch programmes, monitor performance metrics, and report on the status of key objectives that affect deliverables
• Use data to understand operational challenges and create continuous improvement initiatives
• Work with a variety of other Amazon departments to identify and leverage best practices
• Within a programme environment, lead a multidisciplinary team in overcoming challenges and drive progress
• Manage stakeholders and internal processes, and define standards

A day in the life
As a Programme Manager, you will be responsible for planning, implementing, and improving initiatives that ensure the smooth running of our operations. You’ll work closely with a range of Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise. Together, you’ll identify exciting new opportunities and will take the lead when it comes to designing their implementation.

You’ll encourage and support your teams and colleagues to meet important deliverables, while proactively looking for new, data-backed ways we could do things better. Your work will be integral to your team’s success.

We are open to hiring candidates to work out of one of the following locations:

Luxembourg, LUX

• Masters degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Experience leading process improvements

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