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
Create vision, disambiguate complex problem spaces, roadmap, and execution across a suite of refund programs to improve customer trust
Develop worldwide mechanisms with huge customer-facing and financial impact
Be a leader, required to collaborate cross-functionally with technical, operations, and business retail teams to design comprehensive, scalable and automated solutions to fulfil the returns policies customers avail and preserve CX.
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, boundary conditions, and reasons for architectural decisions. You are capable of articulating when a new solution is needed (and when it is not) or discuss the differences between two competing solutions. You proactively mitigate risks and help reduce a program's exposure to 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.
5+ years of program or project management experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Experience working cross functionally with tech and non-tech teams
Experience in Reverse Logistics, transportation and/or retail operations
Basic comfort with Gen AI tools, SQL query and data analysis
Communicate effectively with technology teams
Master's degree, or MBA in business, operations, science or related field
2+ years of driving process improvements experience
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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.
