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. 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:
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
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, 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 end to end product delivery experience
- Experience as a product manager or owner
- 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.