Head of delivery and returns experience, mx customer fulfillment experience

Amazon Mexico is seeking a Head of Delivery and Returns Experience to own and drive the end-to-end structural improvements for Customers in one of Amazon's highest-visibility and fastest-growing international markets. This role is a key business input owner, responsible for ensuring Mexican customers receive their orders fast, on time, at an affordable cost and with an exceptional returns experience.

As the MX Head of Delivery and Returns Experience, you will sit at the intersection of strategy, operations, technology, and analytics, leading a centralized function that touches every dimension of the fulfillment experience — from the construction of new distribution centers to customer-facing technology features on Amazon's website. You will report to the LATAM leader within an international organization, operating with high visibility at the C-level on a daily and weekly basis. You will directly lead a team of Senior Managers.

This role is organized around five pillars: Strategic Planning, Results Tracking, Project Portfolio Management, Benchmarking, and BI/AI. You will lead 1-year and 3-year planning cycles, oversee a portfolio of 50+ concurrent projects, manage weekly C-level reporting, drive adoption of automation and AI-powered mechanisms, and serve as Mexico's ambassador to — and from — Amazon's global delivery network.

The ideal candidate is an experienced, data-driven leader with strong business acumen, stakeholder management skills, and the ability to operate with autonomy and influence across a highly matrixed, international organization.

Key job responsibilities

• Strategic Planning: Lead Amazon Mexico's 1-year and 3-year delivery and returns strategy, defining how the business will continue improving speed, cost, and reliability of deliveries for customers. Translate strategy into actionable roadmaps across partner organizations and ensure 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 of the organization.
• Project Portfolio Management (PMO): Lead end-to-end program management of a portfolio of 50+ projects spanning infrastructure (e.g., new distribution centers), 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.

About the team

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:

• 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

Preferred Qualifications:

• Experience engaging and influencing senior executives

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.