In the Worldwide Returns & ReCommerce (WW R&R) group at Amazon, we are dedicated to ‘making zero happen’ – zero cost of returns, zero waste, zero defects, and zero emissions – to benefit our customers, company, and the environment. We are an agile and inclusive organization that constantly innovates to create long-term value by investing in our people and our planet, not simply focusing on the bottom line.
WW R&R includes business, product, operations, data, and software engineering teams, who together manage the lifecycle of returned and damaged products. In this role, you will be working closely across these teams and leverage our third party partner capabilities to execute return sortation with the highest quality as agreed contractually. You will also work with ReLo Ops leaders to ensure the best practices developed in Amazon Return centers are proliferating to the 3P operations. You will own the audit process, help develop on-ground training and instructions, translating business objectives into operational process content, configuring the returns processing tools and managing accesses at the 3P sites to meet business goals. You will work with both business and operational partners to standardize processes, workstations, training, and item evaluation instructions. You will develop global Amazon processes, identify content improvement opportunities, devise strategies and implement changes/additions providing valuable information to warehouse workers evaluating the condition of returned and damaged items.
Key job responsibilities
1) Own end-to-end quality of execution of return sortation across third-party partner operations, including audit processes, training development, and compliance monitoring
2) Partner with cross-functional teams (business, product, operations, data, and engineering) to optimize returns lifecycle management and standardize processes
3) Develop and implement operational documentation, including work instructions, training materials, and evaluation guidelines for 3P associates
4) Configure and manage returns processing tools and system access for third-party partner sites
5) Drive adoption of Amazon Return Center best practices across partner operations, ensuring consistent quality standards and operational excellence
6) Lead continuous improvement initiatives by analyzing operational data, identifying opportunities, and implementing solutions to enhance efficiency
