FBA Program Manager, FBA Fullfillment Operations

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. Are you looking for a new challenge in a fast-paced, innovative company? Come make history in Amazon’s Brazil team Amazon strives to be Earth's most customer-centric company, where people can find and discover virtually anything they want to buy online. Over 2 million Sellers in 10 countries list their products for sale on Amazon. Sellers are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices. We are looking for a Program Manager for Amazon to support FBA (Fulfillment By Amazon) Customer Returns experience. FBA Customer Returns Manager will manage the whole performance of products that return to our Fulfillment Centers. This PM will work closely with various stakeholders (Program, Sales, Operations, Transportation, Legal, etc) to drive strategic initiatives that will improve current seller experience. This will rely on internal processes improvements cross-teams, seller-facing processes, and educational content. He/She will review performance on key metrics, facilitate programmatic input and ensure accountability for strategic and tactical initiatives. Key job responsibilities The key responsibilities for these roles include: Identify gaps, pain points, and opportunities in the existing metrics and propose process improvements. Dive Deep on issues to differentiate isolated issues from structural ones. Create queries and reports to track key metrics and initiatives impact. Be creative to create solutions that address pain points/opportunities and improve Seller Experience. Calculate impact/potential of ideas/pain points, making it tangible. Influence and support Operations team (both Latam and global teams) to implement new improvements that will provide a more accurate categorization of returned products and better abuse identification. Suggest/create programmatic solutions and initiatives while creating business cases for the Product team. Anticipate bottlenecks, provide escalation management, make trade-offs and balance the business needs versus technical constraints. About the team FBA is one key team in Amazon BR. We manage the operations for sellers that send their inventory to our Fulfillment Center (FC) - from collecting their products to delivering them to customers and receiving customer returns. In FBA, we have several teams that manage SX and operations in this business model. Fulfillment Operations is one of the teams and we manage the whole inventory once it's received in the FC: Inventory management, removals, customer returns, reimbursements, and operational processes. We are a data-driven team that owns metrics tracking and evolution, maps gaps, and implements improvements to impact our sellers and customers. Minimum Requirements 3 years of program or project management experience. 3 years of working cross-functionally with tech and non-tech teams experience. 3 years of defining and implementing process improvement initiatives using data and metrics experience. Bachelor's degree. Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL. Experience defining program requirements and using data and metrics to determine improvements. 3 years of driving end-to-end delivery, and communicating results to senior leadership experience. 3 years of driving process improvements experience. Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization. Experience building processes, project management, and schedules. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 4/17/2025