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EU Ops Concessions is seeking a Senior Program Manager who will be part of a new team that is defining and building innovative products and service capabilities to reduce operational defects. The person in this position will focus on the network-wide topic of undelivered shipments and have unique possibility to support the development of the entire new program to make sure products safely return to Amazon. Come join the team and help us make history
EU Ops Concessions is overseeing E2E Ops Controllable Concessions, Undeliverables and Unreturned for EU AFN network. The team runs EU-wide initiatives, which aim for Customer Experience improvement by recognizing, analyzing and fixing operational defects in First (FCs), Middle (ATS), Last-mile (Carriers and AMZL) and Transportation network. The products developed by the team are roll-outed across EU AFN Network. As our tools have already become the standard in EU, some of them have been already adopted by WW stakeholders. In 2023 Unreturned Concessions were recognized as strategic initiative aiming for 10% YoY improvement in 2024. To speed up defect reduction in 2025 Concessions' team secured resources to broaden the program for ensuring that not delivered shipments are returning to the Amazon allowing further reselling. Joining the team you will develop new solutions that will be used in daily operations in the EU network, solving complex business needs in unexplored area. You will be responsible for building and managing the E2E Program of Undelivered Unreturned Concessions.
To be successful in this position, you need to be comfortable working across the entire business, and be exposed to a wide range of functions from Operations, Finance, Technology, and Change management. The successful candidate will be able to work with minimal instruction and oversight, manage multiple tasks and support projects simultaneously. Maintaining your relationships with the customers in operations and within the team, while owning deliverables end-to-end is expected. Critical to the success of this role is your ability to work with big data, develop think big initiatives, communicate findings in a clear and compelling way and work effectively as part of the team, raising the bar and insisting on high standard.
The role can be based in: LUX (Luxembourg), LHR (London), LIN (Milan),, MUC (Munich) or MAD (Madrid).
Key job responsibilities
- Create innovative solutions using data and research to address wider challenges in your organisation
- Take a big-picture approach in your analysis of business operations, driving improvements across a range of teams and organisations
- Work alongside senior leadership to establish and prioritise improvement programmes, seeing them through from start to finish
- Enhance operational performance on every programme in partnership with your stakeholders
A day in the life
As Senior Programme Manager, you’ll drive and manage the implementation of creative, data-driven change in Amazon, leading improvement projects and programmes. You’ll use strategic thinking to define and implement an efficient project plan. Some managers are based on-site while others work remotely, depending on the most suitable option for their team and tasks.
Senior Programme Managers have significant responsibilities, and you’ll deal with complex challenges with creativity, innovation, and leadership. With a responsibility extending beyond process improvements, you could also contribute to improving other areas of the business, like diversity, equity, and inclusion.
We are open to hiring candidates to work out of one of the following locations:
Madrid, M, ESP
Basic Qualifications
- A degree
- Relevant experience communicating with and influencing a range of different stakeholders including senior management
- Relevant experience in managing large-scale programmes or projects
- Advanced proficiency in verbal and written English
Preferred Qualifications
- Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
- Advanced or master's degree
- Lean, Six Sigma, Kaizen, Prince2 certifications, or any other project management certification
- Relevant experience working in a supply chain, logistics, or operations environment
- Experience in conceptualizing and implementing operational or supply-chain management improvements
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.
