Sr. Program Manager, ReLo Ops Integration; RLOI

Sr. Program Manager, ReLo Ops Integration (RLOI)

Job :  |  Services LLC

Are you passionate about transforming operational excellence at the intersection of innovation and customer impact? Join the ReLo Ops Integration (RLOI) team where you'll drive world‑class operational standards while building scalable processes that optimize costs and enhance customer experience. As a Program Manager III, you'll thrive in ambiguous environments, working across Worldwide Returns & Recommerce teams to deliver strategic capabilities that serve unique customer and business needs.

This role offers the opportunity to shape the future of returns operations by designing operational capabilities, implementing cost‑reducing processes, and creating standard operating procedures that ensure compliance, quality, and scalability. You'll drive short‑term deliverables that show incremental progress toward long‑term optimization while collaborating with field teams and external partners to deliver breakthrough results.

• Scope, design, and implement operational capabilities to support new business needs while ensuring alignment with organizational objectives and strategic vision.
• Drive process optimization initiatives that reduce costs through performance efficiencies, utilizing data analysis and metrics to identify improvement opportunities.
• Develop and maintain standard operating procedures to ensure compliance, quality, and scalability across ReLo operational sites.
• Create and deploy field tools and dashboards to assist with execution of operational excellence pillars, working with cross‑functional teams to ensure effective implementation.
• Lead shared projects with WWRR teams including nationwide Customer Return Centers (RCs), ReCommerce, Return on Experience Programs, and Technology as cross‑functional stakeholders, managing complex program life‑cycles with significant business impact.

You’ll start your day analyzing operational metrics and collaborating with field teams across multiple time zones to identify process improvement opportunities. You might spend your morning designing new operational capabilities with engineering teams, then shift to facilitating stakeholder alignment meetings with WWRR partners. Your afternoon could involve reviewing dashboard prototypes with operators, refining standard operating procedures based on field feedback, and presenting program updates to leadership, all while managing multiple cross‑functional initiatives that drive incremental progress toward long‑term optimization goals.

The ReLo Operations Integration (RLOI) team within Worldwide Returns & Recommerce organization innovates across all aspects of ReLo operations to drive performance efficiencies and raise the bar on operational excellence through safety, associate experience, cost optimization, and recovery improvements. Our team structure comprises four core pillars led by experienced leaders:
Business Process Optimization, Process Excellence, Process Integration & Delivery, and Operationalization of Next Generation Automations.

We’re focused on transforming how returns operations work by building technological capabilities, optimizing operator tools, and creating seamless process flows. Our mission centers on delivering effective field execution practices that serve both customer needs and business objectives, positioning us at the forefront of operational innovation within Amazon’s returns ecosystem.

• 5+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience owning program strategy, end‑to‑end delivery, and communicating results to senior leadership.
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.).
• Knowledge of general AI tools.

• 2+ years of driving process improvements experience.
• Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.

Our…