DESCRIPTION
Amazon is rapidly expanding its presence in the Middle East and North Africa (MENA) region and we are looking for a Program Manager to join the MENA Returns and Business Waste. The scope is to enhance returns CX for our customers, reduce customer returns, simplify the customer returns process/journey, and reduce financial losses from customer returns and make it sustainable.
Amazon’s vision is to be ‘earth’s most customer centric company’ and the PM will be:
Assuming end to end ownership for metrics and program initiatives of returns CX and business waste
Lead new programs in the business waste space
Identifying opportunities, defining solutions, getting leadership buy in, prioritization of resources for the identified programs
Working with multiple teams including Category, Marketing, CS, Transportation, Supply Chain and the FCs, and tech to run the programs
Deliver through influencing other teams to change, through the use of quantitative and qualitative data provided to stakeholders with often conflicting KPIs
Working with MENA and WW stakeholders to innovate on behalf of the emerging customer
Expected to challenge any threats to experience, advocate on behalf of customers and communicate risks in a timely manner
Key traits of required for the role
Customer obsessed
An experienced business manager
Extensive stakeholder management and relationship building
Compelling written and oral communication skills
Enthusiastic about solving complex problems
Comfortable operating in fast paced environment
A data based decision maker
Entrepreneurial spirit to identify and kick-start new program
Willingness to roll up sleeves and take care of emerging operational issues
Due to the nature of the role, you will work with cross-functional teams including Retail, Operations, Tech, Finance, Legal, among others.
This role will be based out of Dubai (UAE).
BASIC QUALIFICATIONS
Minimum 2 years experience in complex program management and analytics
Must know SQL and advanced Excel Skills
Proven track record of customer obsession
Demonstrated ability to think both strategically and tactically
Ability to prioritize in an ambiguous environment
Demonstrated ability to formulate data-driven decisions that lead to results
Demonstrated ability to conceptualize, manage and prioritize projects
Exceptional interpersonal, communication (spoken and written) and influencing skills and an ability to navigate a complex and unstructured cross-functional environment
Ability to work with technology teams and operations teams
PREFERRED QUALIFICATIONS
Prior Product Management, Program Management or Category Management experience
Knowledge of Reverse Logistics and Operations
Knowledge of process improvement technique
MBA preferred
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