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.

We are seeking a Senior Product Manager to lead our post-returns experience. The ideal candidate will play a pivotal role in revolutionizing how customers and businesses handle the post-purchase journey, combining operational excellence with customer-centric solutions. This highly visible position requires a strategic product leader who can build and execute a comprehensive vision for our returns ecosystem.

We seek an individual with a proven track record in product management, preferably with experience in customer facing products. Excellent written and verbal communication skills, along with strong data analytical capabilities, are essential. The ideal candidate should thrive in a highly collaborative, creative, analytical, and fast-paced environment, driving innovation while meeting strategic goals.

Key job responsibilities
In this role, you will be working with product managers, software developers, program managers and operational partners to improve the customer return experience and re-commerce programs. You will champion global Amazon processes, identify improvement opportunities, devise strategies and guide and implement the improvement effort worldwide. You will be a leader, required to collaborate cross-functionally with technical, operations, and business retail teams to design scalable and automated solutions to customer problems.

- 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
The Return Customer Experience (RCX) team is a part of the WWRR and 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 throughout 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.