We are seeking an experienced Senior Project Manager to lead our Returns Global Benchmarking initiatives within the AMXL division. This role offers a unique opportunity to drive strategic improvements in our returns processes, customer satisfaction, and operational efficiency on a global scale.
As the Senior Project Manager for Returns Global Benchmarking, you will play a pivotal role in enhancing our returns processes and ensuring customer satisfaction. Through comprehensive benchmarking analysis and strategic collaboration, you will identify areas for improvement, formulate actionable insights, and lead initiatives that optimize returns processes, customer experience, and operational excellence across our global operations.
With our AMXL network poised for continued growth, your leadership will be instrumental in cultivating internal talent and steering projects that align with our evolving business needs. You will collaborate extensively with cross-functional teams, including Safety, Finance, Supply Chain, CAPEX, XLFC, XLSC, XLDS, EU Operations, and business stakeholders. Together, you will strategize, develop, and deliver robust and scalable solutions tailored to optimize our AMXL network’s returns processes, enhancing efficiency, safety, and customer experience. This critical role will spearhead efforts to streamline processes, enhance performance, and foster innovation on a global scale.
Key job responsibilities
Project Leadership:
– Lead end-to-end global benchmarking projects focused on optimizing returns processes and customer satisfaction within the AMXL division.
– Partner with cross-functional teams to define benchmarking objectives, scope, and key performance indicators (KPIs) related to returns.
Benchmarking Analysis:
– Gather and analyze benchmarking data from various sources, including industry reports, internal data, and customer feedback.
– Evaluate our returns performance against industry peers, identifying best practices, areas for innovation, and opportunities for enhancement.
Strategy Development:
– Translate benchmarking insights into actionable strategies to optimize returns processes, reduce return rates, and enhance customer satisfaction.
Implementation and Monitoring:
– Partner with reverse logistics, customer service, and quality assurance teams to implement recommended initiatives, monitor progress, and measure impact.
– Establish and implement a closed-loop audit mechanism, complete with action plans, to ensure accountability while designing and implementing robust performance metrics for monitoring the impact of implemented strategies on financial performance and cost management.
Reporting and Communication:
• Foster knowledge sharing, best practices, and a culture of continuous improvement across teams.
Knowledge Sharing and Improvement Culture:
– Foster knowledge sharing, best practices, and a culture of continuous improvement across teams.
Travel:
– Willingness to travel internationally as needed, up to 50%.
About the team
Our AMXL network is a cornerstone of our operations, facilitating the seamless delivery of oversized and specialized items to our customers’ doorsteps. Within this network, we have four distinct building types:
1. IXD (Inbound Cross Dock): These hubs play a pivotal role in receiving, sorting, and routing oversized items to the appropriate fulfillment centers, ensuring efficient and timely delivery.
2. FC (Fulfillment Center): These centers are dedicated to the efficient storage, picking, packing, and shipping of large and heavy items, ensuring customer satisfaction through safe and reliable delivery.
3. SC (Sort Center): SCs play a crucial role in sorting and routing items for optimal distribution, enabling the timely movement of products across the AMXL network.
4. DS (Delivery Station): DSs are integral to the final leg of the journey, ensuring that oversized items are dispatched and delivered with the same precision and care that customers have come to expect from us.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA | Tempe, AZ, USA
BASIC QUALIFICATIONS
– 3+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience owning program strategy, end to end delivery, and communicating results to senior leadership
– Bachelor’s degree in Business Administration, Supply Chain Management, Operations, or related field. Or 5+ years Amazon tenure.
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
– PMP
– Demonstrated expertise in benchmarking practices, data collection, analysis, and translating insights into actionable strategies.
– Proficiency in using analytical tools, data visualization, and metrics tracking.
– Excellent communication skills with the ability to present complex information in a clear and concise manner.
– Strong leadership, collaboration, and cross-functional teamwork abilities.
– Strategic thinking and problem-solving skills to develop innovative solutions based on benchmarking insights.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.