Principal Program Manager, Returns - CX and Abuse Prevention

The Establishing Markets Returns team is looking for an experienced Principal Program leader with experience in e-commerce . This role requires critical thinking, ability to think big, write and communicate long term strategies, and be comfortable with high level of ambiguity. This role will be responsible towards building a fast, reliable, and sustainable customer shopping and returns experience. The individual in this role will collaborate across a team of program, product, tech, BI and Science leaders to plan, execute, validate, and deploy complex customer experience capabilities across International Emerging stores. The ideal candidate will obsess over customers and have a proven track record of delivering results while managing high level of complexity. Successful candidates will have experience with Program Management in a broad, global organization, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities. This candidate must have crisp communication skills, and have experience communicating project status and updates across a global audience. Ability to navigate ambiguous programs, influence without authority, and a high bias for action are critical for success in this role.
Key job responsibilities
As a Principal Program Manager, you will:
Be the Single-threaded leader who owns significant complex problems and organizational goals to improve Returns Experience around shopping and fulfillment
Define the short-term and long-term vision for the area, leveraging data, insights, benchmarking, and other associated information for decision making.
Evangelize this opportunity to generate support; builds business cases for senior leadership review towards awareness, interest and investment in the problem space.
Break down ambitions into SMART goals that make a material contribution towards the ambition
Influence stakeholders and Amazon team to partner on planning, organizing and executing initiatives towards the goals.
Ruthlessly prioritize to drive the biggest customer impact; balances short-term challenges and long-term benefits.
Confidently operate in a highly ambiguous space; simplifies decision-making using a combination of data, anecdotes, insights, and escalations
Regularly communicate to very senior leadership to inform on status, progress, challenges, blockers, and support asks on critical organizational goals.
A day in the life
As a Principal Program Manager, you will be responsible for identifying, scoping, and delivering large end to end programs. You will have the opportunity to engage with experienced cross-disciplinary teams to conceive of and design innovative customer facing initiatives. You thrive through creating a vision, building consensus and driving teams towards results. You will anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints. An ability to take large, significantly complex projects and break them down into manageable pieces, develop functional specifications, then deliver them in a successful and timely manner is expected. Maturity, high judgment, negotiation skills, ability to influence are essential to success in this role.
- MBA
- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of program or project management experience
- 7+ years of managing, analyzing and communicating results to senior leadership experience
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements
- Experience with tools/systems to analyze data including Excel, Access, SQL or other data management systems
- Experience delivering projects within scope, time, budget and quality
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