Amazon.com Services LLC Looking For Program Manager, Amazon Trade-in at Seattle, WA Full Time

• 3+ years experience in program or project management
• Experience using data and metrics to drive improvements
• Experience working cross functionally with tech and non-tech teams
• Bachelor’s Degree
• 3+ years of Business Management, Program Management or Operations Management equivalent experience delivering solutions to market.

Job summary

Amazon Lab126 is an inventive research and development company that designs and engineer’s high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, and Echo. As part of Lab126, the Pre-Owned Business (POB) team manages the Sales of pre-owned devices and the Trade-In (TI) program strategy and execution. The TI program offers the consumers value for their existing electronic devices and reduces barriers for the purchase of new Amazon Devices.

The POB team is looking for a dynamic, customer-obsessed leader with great relationship management skills to join POB to manage an exciting and growing part of the Trade-in business. As a Trade-in PM for the Offline Trade-in program you will work with vendors and cross-functionally with other Amazon organizations to manage the expansion of the pre-owned business.

You will have the opportunity to manage new trade-in launch opportunities and own operational excellence for your area, as well as contribute to the product development roadmap.

To be successful, you will need to be a strong general manager and problem solver and you will need to flex your communication, vendor management and analytical skills. You will work independently and be comfortable working with complex and cross functional teams at all levels, both internal and external.

Key job responsibilities

In this role, you will:

• Work closely with Amazon facilitation centers and 3PL partners to ensure the highest operational efficiency and repair quality and across all sites
• Monitor and verify the grading, materials and repair costs with each 3PL partner
• Partner with sales management to ensure available inventory is dispositioned correctly and meets established merchant SLAs
• Develop and manage wholesale and resale channels
• Track delivery against defined service level agreements
• Ensure the highest quality customer service is maintained and is consistent with Amazon’s Leadership Principles and Core values.
• Ensure day-to-day smooth running of the trade-in program by monitoring key metrics and, addressing customer and operational issues in a timely manner
• Execute key strategic projects and initiatives from proposal through to implementation
• Challenge current practices and KPIs to drive improvements; prioritize projects with the global teams using business judgement
• Work with 3PL partners to drive automation and operational efficiency to improve processes and customer experience
• Communicate business performance to key stakeholders on a regular basis

A day in the life

As a PM on the Offline Trade-in team, you will work with vendors to review and report out on current operational KPIs, assess and report out on customer SLAs, plan for new trade-in category/device launches (new product introduction and validation), review and/or contribute to new operations trade-in features and tools, and review and resolve escalations.

You will also be working cross-functionally with other leaders in Amazon physical retail teams, gathering requirements and data for future expansion opportunities.

Finally, you will have a chance to drive new processes, features and tools where you identify gaps.

About the team

The Trade-in team sits within the larger Amazon Pre-owned Devices Business group. Within Trade-in there are two major teams: Online (Trade-in website and customer experience) and Offline (Trade-in operations and offline expansion).

This role is a part of the Trade-in Operations team. Our customers are end users interacting with the trade-in business–shipping or dropping off their trade-ins–as well as future customers of pre-owned devices. This team is a vital part of ensuring reduced friction for customers on trading in and upgrading, and supports the organization’s sustainability goals.

• 3+ years working in the Consumer Electronics industry
• Demonstrated ability to work cross-functionally with sales, operations and other stakeholders to deliver and manage products/services
• Experience managing vendors and operations through KPIs, audit mechanisms and flawless execution
• Experience executing a sales channel strategy
• Strong analytical and quantitative skills
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
• Strong verbal and written communication skills with a demonstrated experience engaging and influencing
• Proven ability to successfully thrive in an ambiguous environment
• Strong team player, high level of ownership, and ultimately focused on delivering results with high standards

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.