In the Worldwide Returns, ReCommerce & Sustainability (WW RR&S) 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. 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 team!
The Return Customer Experience (RCX) team is a part of the WW Returns, ReCommerce & Sustainability Organization. Our team works on continuously improving the shopping experience for Amazon’s customers. Our impact on the shopping experience starts right from setting up Customer Obsessed and Competitive Returns policies. We work closely with many partner teams in setting the appropriate returns policy for every item that is sold on Amazon World-Wide. Once created, we ensure this policy is communicated to customers clearly on relevant places through out their purchase journey . By doing so, we help customers make an informed purchase and assure them of the support they can expect to receive post-purchase. Once an item is purchased and if a customer does have an issue with the item, we provide a self-service through the Online Returns Center (ORC) to remediate the issue. Using the ORC, we offer Customers with a wide selection of resolutions to help resolve the issue being faced with their purchase. Through out the Customer return journey, we use emails and progress trackers to keep customers informed of the status of their resolution. Through these tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.
We’re looking for a seasoned Product leader who can combine superb business and product acumen with technical and analytical capabilities to join our team to build a products from inception to launch. This person must be comfortable operating in a high growth opportunity, building and leading a team of top-notch product managers, who knows how to partner with cross-functional stakeholders and can also create strong working relationships with partner teams globally across Amazon.
We’re looking for people who innovate, love solving hard problems, and never take “no” for an answer. You will work hard, have fun, and of course, make history!
In this role, you will:
– Create vision, product strategy, roadmap, and execution across a suite of support products to help customers keep and use what they bought
– Develop worldwide features with huge customer-facing and financial impact
– Work with technology, customer service, user experience design, and teams like Retail or Amazon Global Selling worldwide to develop a comprehensive solution to improve customer experience
– Exhibit excellent judgment on how to prioritize between focusing on existing versus new customers and between features, architectural improvements and operational excellence
– Support hiring and developing a team of strong PMTs that will define and execute the vision.
Key job responsibilities
• Must be able to effectively communicate strategies / plans (both written in narrative form and in verbal presentations) to Senior management. This leader must also have experience influencing and working with a wide range of stakeholders in a cross-matrix environment.
• Manage all elements of product launch, including planning, managing resources, tracking and controlling projects, managing risk & opportunity, managing quality, customer relations, communication & documentation, and change management.
• Work with software development teams to aid in prioritizing monthly product feature backlog.
• Develop key metrics and performance indicators to measure product performance and provide foundation for continuous improvement.
About the team
Resolutions Customer Experience (RCX) is team within WW RR&S that is dedicated to improve returns experience for our customers. We provide returns self-service on Amazon website/App for customers to choose from a wide selection of resolutions for any issues with their purchase. We use communication channels like emails, push notifications to keep customers informed of the progress on their return. Through these tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA
BASIC QUALIFICATIONS
– 7+ years of end to end product delivery experience
– 3+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
– Bachelor’s degree
– 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
PREFERRED QUALIFICATIONS
– Experience owning technology products
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,500/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.