Q&A with Juan Zacarias, Sr. Software Engineer for Returns & Recommerce

Ever wonder what happens to the millions of items returned to Amazon each year? Meet Juan "JuanZa" Zacarias, the innovative Senior Software Engineer who's spent nearly a decade ensuring these products find new homes. As a Sr. SDE in the Returns and Recommerce organization, Juan designs innovative systems that power Amazon's Donations and Liquidations programs worldwide. Leveraging his extensive expertise in e-commerce logistics and reverse supply chain management, Juan spearheads efforts to expand Amazon's reuse and recycling programs. He and his team constantly innovate, finding creative ways to give returned items a second life - from donating to charities to developing new resale channels.

What brings you passion/excitement in your role and team?

What ignites my passion and drives my excitement in my role at Amazon is the opportunity to work on Returns and Recommerce at a global scale. The knowledge that I'm contributing to reducing waste and finding second lives for products that can't be sold as new is incredibly motivating, especially given Amazon's immense global impact.

As a Senior Engineer, I design and develop systems powering Amazon's worldwide Donations and Liquidations programs. The direct real-world impact of this work is profoundly fulfilling - whether it's directing unsold merchandise to charitable causes, devising creative ways to repurpose returned products, or building efficient systems to process and reallocate inventory. Amazon's customer-centric culture deeply resonates with me. After a decade here, I can attest that prioritizing the customer isn't just rhetoric; it's ingrained in our daily operations. What's uniquely satisfying about my work is that it benefits not only Amazon customers but also the wider global community. This realization - that I'm serving a broader 'customer' in the form of the world at large - fuels my drive to excel every day. The combination of technological innovation, environmental responsibility, and global impact in my role provides an unparalleled sense of purpose. It's this intersection of cutting-edge technology and meaningful, sustainable practices that makes my work so rewarding and keeps me passionate about pushing the boundaries of what's possible in Recommerce.

Which accomplishments at Amazon are you most proud of?

One of my proudest achievements at Amazon was spearheading a project that significantly improved our warehouse operations. We faced a challenge where returned items destined for liquidation or donation were undergoing unnecessary processing, leading to storage inefficiencies and increased workload for our teams.

I was tasked with resolving this issue within a tight six-month time frame, which initially seemed daunting. The project required collaboration with seven distinct Amazon teams, each with its own unique systems and objectives. My role was to develop a universally applicable technical solution that could be swiftly implemented.

I devised a streamlined process that enabled immediate sorting and palletization of items for direct shipment to liquidation or charity partners. This approach substantially reduced our associates' workload and the results were remarkable. The successful and timely launch, coupled with the smooth operation of the new system, was immensely satisfying. The enthusiastic feedback from our operations team, highlighting the increased ease and efficiency of their work, was particularly gratifying.

This project pushed me to grow as a leader and problem-solver, demonstrating that with the right strategy, we can implement significant improvements benefiting both our systems and our workforce. Reflecting on how we simplified processes for our warehouse teams and enhanced our donation and liquidation procedures fills me with a sense of achievement. However, what truly instills pride is the knowledge that we continually tackle exciting, large-scale challenges. This blend of impactful work and ongoing problem-solving is what makes my role at Amazon so fulfilling.

How do you foster diversity and inclusion on your team?

As an immigrant from Mexico pursuing a career as a Software Development Engineer, I've experienced firsthand the immense value of diversity and inclusion. Growing up in a relatively conservative and religious city, I was fortunate to have been raised by an open-minded family who instilled in me the core principles I strive to foster on my team today.

My mother, an intellectual trailblazer, taught me the importance of critical thinking and rational decision-making. Meanwhile, my father embodied the values of hard work and sacrifice, imparting the wisdom that we don't always have all the answers and we must confront the challenges before us head-on. Through these contrasting influences, I learned that even in the face of disagreement, there is immense value in striving to understand alternative perspectives and continually expand my own knowledge.

This lesson is one I actively apply in my approach to leading my team. I encourage open communication and the free exchange of ideas, recognizing that our individual experiences can blind us to creative solutions that differ from our own. Rather than defaulting to the "best" or most familiar approaches, I work to cultivate an environment where everyone feels empowered to voice their unique viewpoints.

Embracing diversity of thought is crucial, as it allows us to transcend our own biases and limitations. By acknowledging that perfection is unattainable and that growth requires a willingness to learn, we can foster an inclusive culture where diverse backgrounds and experiences are celebrated. This, in turn, leads to more innovative outcomes and a deeper sense of belonging for all team members. Ultimately, my personal journey has instilled in me a profound appreciation for the power of diversity and inclusion. I am committed to bringing those values to bear in leading my team, as I believe it is the key to unlocking our collective potential for success.

What is your favorite Leadership Principle and why?

When asked about my favorite Amazon Leadership Principle, I'd have to go with "Earn Trust" - and that may seem a bit out of the field compared to some of the more typically cited principles. But hear me out.

The Leadership Principles are absolutely critical at Amazon - they guide our decision-making, shape our culture, and ultimately drive the immense impact we have as a company. Any time I talk to someone interested in joining Amazon, the Leadership Principles are the first thing I emphasize as essential to living and breathing on a daily basis.

So why Earn Trust specifically? I think it's a principle that encapsulates so much of what it means to be a successful Amazonian. After all, without trust from your peers, your career and your work simply won't be as enjoyable or impactful. How can you get alignment between your peers if there's no trust in what you're saying? Trust has to be earned.

For me, earning trust is about being willing to openly brainstorm ideas, respectfully disagree, committing to a solution even when full alignment is not met. It's about making mistakes, learning from them, and demonstrating that growth mindset. That willingness to learn and share, is what truly earns the trust of those around you.

Ultimately, I see Earn Trust as the embodiment of all the other Leadership Principles - thinking big, being right a lot, delivering results, and so on. It's the visible proof that you're doing all of those things well and being appreciated for it. So while it may not be the most obvious choice, Earn Trust is the principle I find myself coming back to time and time again as the key to unlocking meaningful, lasting impact.

What do you do for fun/work life balance?

I am a huge nerd, I love spending time reading comic books and playing video games. But I got be honest sometimes I don’t have as much time as I would want to spend on myself. So I have lately found a lot of satisfaction on listening to audio books, there's no better way for me to spend the Seattle commute stuck in traffic than by listening to a good book. I was never an avid reader, is really hard for me to keep focus in just one thing, so it was a shame to my inner nerd to not have read the Lord of the Rings book. Getting out of the shire was always a struggle for me. So it was awesome finally being able to finish that book while stuck on traffic.

I'm also a huge musical theater fan. Whenever a new show comes to Seattle, me and my wife will try to be in the audience. There's nothing more amazing to me than seeing the raw talent and emotion of live musical performances. I may have shed a few tears the first time I saw "Defying Gravity" from Wicked performed live on stage in New York.

But finding the right work-life balance is definitely a challenge for me. I'm someone who doesn't enjoy downtime and often feels like I'm wasting my time, which also applies to sleep. I struggle with insomnia, so it's tempting to start checking emails at 2am - not the healthiest habit. I'm big on the importance of mental health, so over the last couple years I've made a concerted effort to focus on my own well-being. Going to therapy has been incredibly helpful, providing me an outlet to process frustrations and work through challenges in a constructive way. This has been tremendously beneficial in reducing my stress and helping me find more balance. I highly encourage anyone considering therapy to give it a try - it's been a game-changer for me.

Ultimately, embracing my nerdy passions and making space for them, while also prioritizing self-care and my loved ones, is how I strive to maintain a fulfilling work-life balance. It's an ongoing process, but one that is essential for my overall well-being and productivity.

What’s your favorite travel destination?

So I'm originally from Mexico and funny enough, one of my favorite travel destinations now is actually back in Mexico, and it's not where my family is located. I'm sorry for my family that I'm a little more selfish than that!

My absolute favorite place to visit are the beaches of Cancun and the Riviera Maya. There's something so rejuvenating about the crystal clear waters and the incredible Mexican cuisine. It's the perfect way for me to recharge and recover my energy.

I love being able to truly disconnect from the stresses of everyday life and immerse myself in the natural beauty and laid-back vibe of that region of Mexico. The combination of stunning beaches and delicious food makes it the place I find myself going back to over and over again. In fact, it's the only place I can travel that I don't feel like I need to rest from afterwards.

Amazing, JuanZa! Thank you for sharing your Amazon story with us.