Amazon opened its virtual doors in 1995 and strives to be the world’s most customer-centric company, where customers can find and discover anything they might want to buy online.
The Amazon EU Consumer team is looking for a customer-focused, detail-oriented, and experienced Senior Project/Program Manager that has experience with operations/logistics and can drive improvements within the Italian reverse logistics processes to join its ever-growing team at our Italian office in the vibrant city of Milan. This position will report into the European After Market Service team.
The Senior Product Manager – After Market Services is looking after reverse logistics from customer returns to the cost of non-quality processes (vendor returns, repair, warehouse deals, liquidation and unsellable inventory) across all product categories of the Italian marketplace. Focus lies on analysis, development and implementation of processes that will increase asset recovery on returns in close cooperation with various internal teams in the EU and across the globe. The ability to understand and influence operational processes will be crucial since reverse logistics are mainly executed within the Amazon fulfillment centers. It will also be required to work with external partners such as repair centers, including negotiation and contracting. While negotiations with vendors are owned by vendor managers, the PM After Market Services needs to influence and guide vendor management towards the best possible vendor return terms. Further responsibility is to maximize the Amazon Warehouse Deals (Amazon B-goods brand) proposition by driving selection, marketing & traffic, sales, recovery rates and customer service towards a continuously growing business with an excellent customer experience. This will also require working with the US team to develop an approach finding the right balance between investment and asset recovery for the WD processes. A key for success will be to align the approach with the local Operations team.
As such the Senior Product Manager – After Market Services will dive into the relevant data and processes to identify and drive innovative solutions to improve and standardize scalable solutions while minimizing cost.
The ideal candidate will be comfortable in a fast-paced, dynamic environment and will be a creative and analytical problem solver with the opportunity to fulfill the Amazon motto to “Work Hard. Have Fun. Make History.”
Role Responsibilities:
· Point of Contact for local business owners for all country-specific After Market Service topics in Italy.
· Regional Subject Matter Expert for specific Reverse Logistics topics within all Southern Europe marketplaces (e.g. Liquidations).
· Benchmark returns policies and identify opportunities for harmonization, customer experience improvement, and/or lower cost.
· Improve key processes, propose workable solutions, and drive the necessary changes across categories and various process owners and software teams.
· Develop and maintain operational and business metrics around the key processes.
· Review reverse logistics key metrics on a regular basis and support business reviews.
· Work with Category owners to improve vendor return terms; challenge past decisions when appropriate.
· Deliver results on profitability improvements and continuously explore opportunities to reduce operational and logistical costs
· Drive innovation and provide support for new initiatives across all categories to make sure we build robust and scalable processes that will accommodate the expected growth of the business.
· Maintain, develop and expand relations to external partners, define and execute contractual agreements and monitor performance.
· Achieve the above through project management and coordination of improvement activities, coordinating between system teams, FCs, Transportation, Customer Services and Retail teams.
- Bachelor’s Degree, MBA ideal but not essential
- 5+ year experience as Business Manager, Business Analyst or in Consultancy
- Excellent working knowledge of MS Excel, MS Word and related software; Proficiency in SQL, Access beneficial.
- Solid experience in Project Management
- Experience in Vendor Management or In stock Management
- Experience in Supply Chain desired and considered a plus
- Fluent in English and Italian required
- Demonstrate strong track record of project management within a large scale rapid and process driven environment, whilst also being able to handle multiple projects.
- Demonstrated ability to lead by influence, including the delivery of cross functional projects; Decisive and able to move with speed to implement ideas
- Previous experience in management roles, ideally in an online retail environment or relating to reverse logistics; Candidates with previous experience in operational logistics will be preferred.
- Knowledge of Lean, Six Sigma and Kaizen techniques appreciated.
- World-class individual, someone driving continuous improvement in profitability and customer experience
- Excellent analytical skills to evaluate complex processes and financial scenarios
- Ability to identify trends in business metrics and translate them into financial forecasts
- Excellent communication skills (written and verbal)
- Sound business acumen
