Principal Program Manager

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
DESCRIPTION:
Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history
Amazon's Retail Business Services (RBS) team is looking for a Principal Program Manager to drive customer return Prevention. Objective of the Program is to eliminate negative experience of the customer by understand root cause for returns and eliminate it.
Overview of the role
As a Principal Program Manager in the Return Reduction team, you will hold a pivotal role as the Single Threaded leader. In this position, you will be responsible for driving strategic initiatives to prevent returns and enhance the customer experience at Amazon. Collaborating cross-functionally with program, technology, science, and operations teams, you will delve into customer-reported delivery defects and identify gaps in processes, products, and policies. Your goal will be to eliminate the root causes of these defects in upstream processes.
A key focus of your role will be to "Eliminate Defects thru Tech by Making Amazon's Processes and Systems Return Aware". You will work closely with technology teams to ensure that Amazon's systems and processes are designed with return prevention in mind, creating a more seamless and efficient customer experience. As an integral member of the CX (Customer Experience) organization, you will continuously push the boundaries of innovation to deliver exceptional customer satisfaction. This role requires a strategic mindset, unwavering passion, prioritization skills, and the ability to execute in a fast-paced environment, all while navigating competitive pressures and operational demands.
You will closely partner with product, technology, and science teams to conceptualize and create innovative and delightful customer experiences. This position demands exceptional analytical capabilities, effective matrix organization navigation, and the capacity to break down complex issues into actionable steps that align with Amazon's rapid pace.
Setting the tempo for defect elimination, you will map customer defects to system gaps, foster accountability across various business units, and lead high-impact projects of significant visibility. Superior communication and writing skills, coupled with executive presence to engage with VPs and SVPs at Amazon, will be crucial for success. Expect to thrive in a high-paced environment with tight deadlines.
The Successful Candidate Will:
• Effectively manage customer expectations and mediate conflicts to strike a balance between customer and company needs.
• Foster effective teamwork, communication, collaboration, and commitment across diverse groups with competing priorities.
• Develop processes for maintaining and disseminating project information to stakeholders effectively.
• Exhibit success in identifying customer pain points and innovating solutions on their behalf.
• Possess excellent technical, problem-solving, and communication skills, going beyond policy-making to drive tangible results.
• Demonstrate exceptional analytical abilities and judgment, utilizing both quantitative and qualitative data to prioritize and influence decisions. Show creativity, experimentation, innovation, and a sense of urgency in project execution within a fast-paced environment.
• Partner with key stakeholders to shape the vision and strategy for customer experience, influencing product roadmaps to align with medium- and long-term goals.
• Serve as a role model for AMAZON Leadership Principles, embodying them both inside and outside the organization.
• Actively seek to implement and share best practices across teams.
Key job responsibilities
• Continuously seek drivers for returns and eliminate rootcause for the defects to prevent Negative customer experience Returns.
• Collaborate extensively with product, tech, and science teams across four VP organizations, engaging with 8+ Directors to define and develop policies, business models, and technology-based solutions.
• Lead in-depth discussions and secure high-level alignment through written communication, including functional requirements, design specifications, project/program requirements, roadmaps, PR/FAQs, status updates, narratives, and OP1/OP2 documents.
• Define, own, and drive large cross-functional programs involving multiple teams and stakeholders.
• Craft executive responses on highly debated topics related to customer issues and anecdotes by collaborating with subject matter experts from three or more VP organizations, tech leaders, and business executives.
About the team
The RBS is an integral part of Amazon online product lifecycle and buying operations. RBS Return reduction team functioning under CX-Business unit. The primary responsibility of the RBS return reduction team is to reduce returns that result in negative consumer experiences. This includes identifying the causes of returns and collaborating with the appropriate teams to eliminate defects. Launch tech solutions to 'Find' and 'Fix' for non-eliminated root causes, or Build scalable tech solutions for Selling Partners for self-remediation, while refining policies in collaboration with relevant teams.
BASIC QUALIFICATIONS:
- Experience defining program requirements and using data and metrics to determine improvements
- Fulltime MBA, with over 15 + years of experience of which a minimum 5 + years in managing projects that require interacting with customers/stakeholders
- Technical background preferred (B.Tech/B.E.)
- Hands on experience in Retail, eCommerce and supply chain functions Proven history of delivering results while owning complex cross-functional launches partnering with central teams
PREFERRED QUALIFICATIONS:
- Experience managing, analyzing and communicating results to senior leadership
- Candidates preferred from top MBA colleges(eg- IIMs(BLACKI), SPJIMR, ISB).
- Familiarity or experience with autonomous systems and machine learning is a plus point for this role.
- Entrepreneurial drive, and proven ability to influence others.
- Insatiable will to get stuff done.
- Exceptional written, verbal, and presentation skills; excellent interpersonal skills.
- Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop project business cases.Experience in working with diverse set of teams and clients
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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