Senior Product Manager, Refunds CX, WW Refunds Experience

In the Worldwide Returns & ReCommerce (WW R&R) group at Amazon, we are dedicated to ‘making zero happen’ – zero cost of returns, zero waste, and zero defects – to benefit our customers, company, and environment. We are an agile and inclusive organization that constantly innovates to create long-term value by investing in our people and our planet, not simply focusing on the bottom line.

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 Experience 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. Besides, we endeavor to build a strong enforcement function to preserve CX, mitigate risk & avoid policy abuse.

We're looking for someone who has a passion for working in cross functional environment, 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:
Create vision, product strategy, roadmap, and execution across a suite of return policy products to improve customer trust
Develop worldwide features with huge customer-facing and financial impact
Work with technology, customer service, returns operations, retail etc. to develop a comprehensive solution to fulfil the returns policies customer avails and preserve CX.

Basic Qualifications

- 5+ years of end to end product delivery experience
- Experience owning technology products
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Bachelor's degree or equivalent

Preferred Qualifications

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

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.