Act as the connective tissue between operational, commercial, and tech teams — translating field-level defects into structured problem statements and ensuring resolution is tracked through to closure;
Lead and coordinate cross-functional initiatives with Fulfillment Centers, Supply Chain, Procurement, Finance, AMZL, and Carrier teams to address structural gaps in outbound flow and returns processing;
Identify and size improvement opportunities across the network — whether in capacity allocation, transit time, sort quality, carrier mix, or returns routing — and build the business case to prioritize and execute them;
Support demand forecasting and peak planning (Prime, Black Friday, seasonal surges) in partnership with Planning and S&OP teams, ensuring capacity is secured and risks are surfaced in advance;
Prepare and present performance updates, escalation briefs, and strategic documents for MBRs, QBRs, and leadership reviews; ensure the right story is told with the right data;
Partner with central tech and automation teams to translate operational requirements into technology asks, and champion tooling improvements that reduce manual effort and improve decision quality across the Outbound & Returns operation.
Key job responsibilities
Monitor end-to-end outbound and returns network performance (OTA, DEA, EAD, Returns OTA, cancellation rate), identifying defects and leading root cause analysis and corrective action plans with accountable owners across Sort Centers, Middle Mile, Last Mile, and 3PC operations
Pull, consolidate, and analyze data from multiple sources (SQL, Excel, internal dashboards) to generate operational insights, build recurring and ad hoc reports, and measure the effectiveness of improvement initiatives
Drive cross-functional resolution of structural network gaps by aligning Fulfillment Centers, Supply Chain, Procurement, Finance, AMZL, and Carrier teams around shared priorities and trackable action plans
Identify and size improvement opportunities across the outbound and returns network — capacity allocation, sort quality, transit time, carrier mix, returns routing — and build business cases to prioritize and execute them
Support demand forecasting and peak season planning (Prime Day, Black Friday) in partnership with Planning and S&OP teams, ensuring capacity risks are surfaced and mitigated in advance
Prepare and present performance narratives, escalation briefs, and strategic documents for MBRs, QBRs, and leadership reviews, ensuring operational findings are communicated with the right data and context
Bachelor's degree
Experience in program or project management
Experience working cross-functionally with tech and non-tech teams
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience defining and executing program requirements and using data and metrics to determine improvements
Experience in Business English skills, both verbal and written
Experience in driving end to end delivery, and communicating results to senior leadership
Experience leading process improvements
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
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