Amazon's FBA Customer Returns (C-Rets) team is looking for a strategic and results-driven Program Manager to own and evolve the FBA Customer Returns program in Mexico. This role sits at the intersection of Operations, Product, and Seller Experience, and is responsible for driving the strategic roadmap for Customer Returns to improve Seller Experience, reduce costs, and increase sellable inventory yield.

This is an individual contributor role requiring the ability to navigate ambiguity, influence cross-functional stakeholders, and deliver scalable solutions with measurable business impact.

Key job responsibilities
Own the FBA C-Rets program roadmap for Mexico, including strategic planning, prioritization, and execution of initiatives across Program, Product, and Operations dimensions.

Drive Seller Experience improvements by identifying root causes of return-related pain points (e.g., abusive concessions, grading inaccuracies, reimbursement disputes) and implementing preventive and corrective mechanisms.

Lead cross-functional initiatives in partnership with stakeholders from teams.

Design and implement scalable solutions such as grading algorithms, routing rules, serial number tracking systems, and advanced grading protocols to improve return accuracy and reduce abuse.

Monitor and report on critical KPIs contributing to business reviews with leadership visibility.

Define and optimize processes for Customer Returns operations, including escalation paths, SOP development, and training programs for Operations Area Managers and FC associates.

Expand best practices across Emerging Markets, replicating successful initiatives.

Communicate program strategy and recommendations clearly to diverse audiences — from FC Operations teams to senior leadership — through structured narratives, business reviews, and strategic documents.

A day in the life
Inclusive team culture
At Amazon we embrace our differences and we are committed to furthering our culture of inclusion. We host annual and ongoing learning experiences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust

Work Life Balance:

We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship& Career Growth:

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.

Basic Qualifications

• Bachelor's degree
• 5+ years of program or project management experience
• 5+ years of managing stakeholders in cross-functional project experience
• Experience in leading large, cross functional projects
• Experience using data and metrics to drive improvements
• Speak, write, and read fluently in English
• Experience with Excel, including use of complex formulas and pivot tables to manipulate large datasets and interpret results

Preferred Qualifications

• Experience defining and implementing process improvement initiatives using data and metrics
• Experience using SQL

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