Job Information
Amazon Customer Returns Program Manager, Customer Returns Experience in Sao Paulo, Brazil
Description
At Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflect the plurality of the businesses we play and the customers we serve.
In Brazil, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences. Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of ‘Strive to Be Earth's Best Employer’. Understanding our responsibility and our need for change, we are conscientious that ‘Success and Scale Bring Broad Responsibility’
Our affinity groups are built from and by volunteers from different businesses and they are an active part of our DE&I strategies definition. Besides that, they act as ambassadors of this agenda, and they will support you from Day1. Remember, at Amazon ‘It’s always Day1’. Our groups are organized in the following fronts: BEN - Black Employee Network, Women@Amazon, Glamazon (LGBTQIA+) and People With Disabilities.
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as world-class e-commerce. Amazon.com.br is an important and fast-growing business for Amazon.
Amazon is seeking a Customer Returns Program Manager who will lead Returns Experience programs in Brazil. This PM has to be comfortable interfacing with various functional teams, have a passion for data analysis, and process improvement. A successful candidate will be highly analytical, customer-focused and will have an ability to work independently under time constraints to meet deadlines. The Program manager will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.
Key job responsibilities
Build and improve recurrent mechanisms to track results of Returns Experience programs;
Identify opportunities to improve processes based on data;
Work with stakeholders to guarantee end-to-end perspective of customer returns journey;
Implement programmatic changes to drive better experience, not limited to tech investments;
We are open to hiring candidates to work out of one of the following locations:
Sao Paulo, SP, BRA
Basic Qualifications
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Solid program or project management experience.
Preferred Qualifications
2+ years of driving process improvements experience
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field