Sr. Product Manager, Refunds CX, Refunds CX

At Amazon Worldwide Returns & ReCommerce (WWRR), we aspire to zero: zero cost of returns, zero waste, and zero defects.

We are an agile, innovative organization dedicated to ‘making zero happen’ to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWRR includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

WW R&R includes business, product, operations, data, and software engineering teams, who together manage the lifecycle of returned and damaged products. In WW R&R, you will partner across these teams to help customers get the most value out of Amazon’s products; improve the customer returns experience; and reduce defects, waste, and cost in reverse logistics processes. You will be a leader, a builder, and an owner, collaborating cross-functionally with technical, operations, and business teams to design scalable and automated solutions to customer problems.

Refunds Customer Experience (Refunds CX) is a charter of WW R&R that is dedicated to providing the best-in-class refunds experience to customers, by prioritizing faster refunds and ensuring 100% completeness. We strive to build a strong enforcement function to preserve CX, mitigate risk & avoid policy abuse.

We are looking for a seasoned Product Leader who has a passion for working in cross-functional environments, strong communication skills (verbal & written) in addition to proven product management experience. Join us if you want the opportunity to make a big impact in a quickly growing team that can make a big difference in the customers' journey with Amazon.

Amazon is Earth’s most customer-centric company and in WW R&R, the Earth is our customer too. Come join us and innovate with the Amazon Worldwide Returns & ReCommerce.

Key job responsibilities

In this role, you will

• Work with product managers, software developers, program managers and operational partners to improve the customer return experience and re-commerce programs.

• Champion global Amazon processes, identify improvement opportunities, devise strategies and guide and implement the improvement effort worldwide.

• Be a leader, required to collaborate cross-functionally with technical, operations, and business retail teams to design scalable and automated solutions to customer problems.

• Create vision, disambiguate complex problem spaces, roadmap, and execution across a suite of refund products to improve customer trust.

• Develop worldwide mechanisms with huge customer-facing and financial impact

The ideal candidate for the role demonstrates

• Ability to meet deadlines, prioritize workloads, maintain a strong attention to detail and work independently in a fast-paced and rapidly changing environment

• Excellent Product Management skills with a proven ability to design scalable solutions and drive projects to successful implementation

• Strong analytical and data gathering skills, including the ability to translate large amounts of data into actionable insights

• Participate in internal business performance reviews and business reviews to understand trends, develop action plans, and share business plans and performance

A day in the life

You will work with a team of high performing Product/Program Managers, tech counter part on planning and prioritization of product roadmap. You understand the systems and technologies behind your product, their limitations, scaling factors, boundary conditions, and reasons for architectural decisions. You are capable of articulating when a new technology is needed (and when it is not) or discuss the differences between two technology offerings. You proactively mitigate risks and help reduce a product’s exposure to classic failure modes.

About the team

WW Refunds CX team under the broader WW Returns CX (WW RCX) sub-org, plays a critical role in the overall Worldwide Returns & ReCommerce (WW R&R) org by ensuring customers are provided timely and complete refunds. To address this area of paramount importance, we partner with multiple orgs outside WWRR, primarily CS, Ordering, Payments, and internally with Tech & Data Engineering to ensure faster refunds and 100% refund completion across a varying breadth of diverse use-cases and geographies. This IC role serves as a central orchestrator within this strategic workstream, responsible for designing and prioritizing optimal product investments while coordinating end-to-end execution.

Basic Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• Experience as a product manager or owner
• Experience owning technology products
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

Preferred Qualifications

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Bellevue - 136,000.00 - 184,100.00 USD annually