About this role
About the Role Amazon Mexico is seeking a Head of Delivery and Returns Experience to own and drive end-to-end structural improvements for Customers in one of Amazon's highest-visibility and fastest-growing international markets. This role acts as a key business input owner, ensuring Mexican customers receive orders fast, on time, at an affordable cost, and with an exceptional returns experience.
What You'll Do
- Strategic Planning: Lead Amazon Mexico's 1-year and 3-year delivery and returns strategy, translating strategy into actionable roadmaps across partner organizations and ensuring alignment with LATAM and global priorities.
- Results Tracking & C-Level Reporting: Own weekly reporting of delivery performance targets to senior and C-level leadership. Develop and maintain dashboards, action plans, and escalation mechanisms to ensure commitments are met and risks are visible at the highest levels.
- Project Portfolio Management (PMO): Lead end-to-end program management of a portfolio of 50+ projects spanning infrastructure, operations, and technology. Ensure on-time delivery, budget adherence, and cross-functional alignment across all workstreams.
- BI/AI & Mechanism Automation: Oversee continuous improvement of analytical reports and lead the development of AI/ML models to automate decision-making mechanisms, optimize delivery outcomes, and reduce manual overhead across the organization.
- Benchmarking & Global Best Practices: Maintain an active pulse on Amazon's delivery innovations across global geographies. Bring best-in-class practices to Mexico and export Mexican innovations back to the global network.
- Stakeholder Management: Serve as the central coordination point for delivery topics across Operations, Finance, Marketing, Prime, Sales, and Technology teams. Build alignment and drive decisions across a complex, multi-functional stakeholder landscape at all seniority levels of the organization.
- People Management: Lead, develop, and grow a team of five Senior Managers across the five delivery pillars — Strategic Planning, Results Tracking, Project Portfolio Management, Benchmarking, and BI/AI — fostering a culture of customer obsession, operational excellence, and continuous improvement.
What We're Looking For
- 12+ years of product or program management, product marketing, business development or technology experience
- 6+ years of team management experience
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Bachelor's degree or equivalent
- Speak, write, and read fluently in English, and have the ability to take direction in English
Nice to Have
- Experience engaging and influencing senior executives
Compensation & Benefits
- Inclusive team culture with ongoing learning experiences
- Work-life balance with flexible working hours
- Mentorship and career growth opportunities
- Alignment with Amazon's 14 Leadership Principles and inclusive culture