Senior Program Manager Reverse Logistics

The Senior Program Manager Reverse Logistics will build efficient and scalable processes with the focus on avoiding customer returns and improving customer experience in Europe. This will require to identify the true issues that customers have with their products purchased from Amazon and to develop new ideas how those issues can prevented or resolved with alternative solutions. The Senior PM Reverse Logistics will work with internal global teams and external partners across Europe to implement, expand and improve such programs. This includes the expansion and management of a network of repair partners, ensuring best-in-class performance, tracking customer experience and impact on profitability. Further internal business partners will be software developers, Customer Service and Retail teams.

Role Responsibilities:
Manage pan European projects and programs which involve external partners, development teams, Transportation, Customer Service and Retail teams

- Maintain, develop and expand relations to external service providers, define and execute contractual agreements and manage performance
Define and enhance performance metrics
- Identify process weaknesses by applying LEAN and Six Sigma techniques, propose solutions and drive the necessary changes across marketplaces and various teams
- Create and drive new initiatives to improve customer experience and reduce returns
- Make sure we build robust and scalable processes that will accommodate the expected growth of the business
- Benchmark and develop policies for concessions and returns across EU marketplaces building on existing practice but looking to develop consistency
- Deliver results on profitability improvements and continuously explore opportunities to reduce operational and logistical costs for processes that take place before the return hits a warehouse
- Continuously improve customer experience