DESCRIPTION:
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 integral delivery network.

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 org

📌 Head of Delivery and Returns Experience, Mx Customer Fulfillment Experience (Ciudad de México)
🏢 Servicios Comerciales Amazon México S. De R. L. De C. V.
📍 Ciudad de México