Amazon.com is looking for high-judgment individuals to join us as a Program Manager. Individual will be responsible for monitoring key metrics associated with quality , cost and customer experience with respect to instore experience. The primary objective is to evaluate the metrics and initiate programmatic interventions to improve the same. The role would require close coordination with internal and external stakeholders. Ideal candidate is supposed to display analytical acumen and right judgment calls towards improving the overall customer experience
Key job responsibilities
• Create and maintain multiple metrics related to Quality , customer experience and cost
• Closely monitoring metric trends and deriving actionable insights
• Working closely with stakeholders for data dive deeps and initiating corrective actions
• Leading programmatic interventions for metric improvement
• Creating and publishing program newsletters and flashes
• Stay up-to-date with industry trends, regulations, and best practices related to retail counter operations and customer experience.
• Maintain strict confidentiality and adhere to the company's ethical standards and code of conduct.
About the team
The InStore Experience team was created to provide a consistent, world-class experience for Amazon Returns customers across geographies and networks. We focus on developing innovative products, processes, and methods that build trust and deliver value for customers, selling partners, and shippers. Our agile, collaborative approach aims to benefit people and the planet by reducing waste. Embracing a startup mentality, we constantly seek new ways to improve the customer experience. Through our customer-obsessed work, we strive to create positive outcomes that support Amazon's broader mission and values.1. Bachelor's degree in a relevant field such as Business Administration, Retail Management, or Operations Management.
2. 1-2 Years’ Experience in Program or Project Management
3. Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma).
4. Strong understanding of retail counter operations, customer experience principles, and quality assurance practices.
5. Excellent communication and interpersonal skills, with the ability to effectively interact with various stakeholders.
6. Strong analytical and problem-solving abilities.
7. Proficiency in using Microsoft Excel & Microsoft Office Suite and familiarity with data analysis tools.
8. Willingness to travel frequently to different retail locations.1. Strong communication and time management skills.
2. Ability to work independently and as part of a team.
3. Ability to write SQL queries and work on MS excel
4. Certifications and experience in project management.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $52,700/year in our lowest geographic market up to $112,500/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.
