The A-to-Z Guarantee is Amazon's comprehensive protection program designed to safeguard customers in their transactions with third-party sellers on the Amazon platform. This guarantee covers two essential aspects of the customer experience: timely delivery and the condition of items received. When customers encounter issues with their purchases, they have the ability to file a claim directly with Amazon. Our dedicated team then evaluates each claim to determine if the customer is eligible for a refund, ensuring a fair and reliable shopping experience.

In addition to basic order protection, the A-to-Z Guarantee has been expanded to include a claims process for property damage and personal injury. This extension of the program supports customers who need to request compensation in cases where a defective product purchased on Amazon has caused property damage or personal injury. Importantly, this coverage applies to products sold not only by third-party sellers but also by Amazon itself, demonstrating our commitment to customer safety across all purchasing channels on our platform.

Through this robust guarantee system, we aim to foster customer trust, empower sellers to maintain high standards, and provide customers with peace of mind in their shopping experiences. By offering a clear path for issue resolution, when necessary, we strive to create a balanced ecosystem that benefits both buyers and sellers in our diverse and dynamic marketplace.

Key job responsibilities
• Innovation in Customer and Seller Experience: Spearhead innovative solutions to enhance both customer protection and seller success within the A-to-Z Guarantee framework. Implement tools and processes to improve claim assessment and resolution while preparing for future marketplace dynamics.

• Strategic Program Development and Optimization: Drive the evolution of the A-to-Z Guarantee program globally, developing scalable solutions for efficient claim processing while balancing customer protection and seller success. Create and implement standardized processes across programs.

• Analytics and Performance Management: Design comprehensive analytics frameworks and quality indices to measure program effectiveness, enabling data-driven decisions and improvements. Develop seller performance metrics and actionable insights for both sellers and internal teams.

• Seller Empowerment and Experience Enhancement: Create tools, resources, and educational materials to help sellers prevent claims and improve their marketplace performance. Partner with seller support teams to streamline the claim resolution process and enhance seller success metrics.

• Cross-functional Leadership and Collaboration: Lead and mentor cross-functional teams across legal, risk management, customer service, and seller support to drive program innovation and improvements.

• Executive Reporting and Strategic Planning: Establish and track program KPIs, creating regular reporting mechanisms for executive leadership and developing data-driven recommendations.


A day in the life
As the leader of the A-to-Z Guarantee program, you orchestrate a complex ecosystem that balances customer protection with seller success. Your day involves addressing global escalations, analyzing program metrics, and navigating strategic meetings to ensure regulatory compliance and feature improvements. You review urgent escalations, monitor claim processing, and make real-time decisions to maintain program effectiveness. Amidst operational challenges, you dedicate time to developing strategic initiatives, preparing executive updates, and mentoring your team. This role demands agility in switching between immediate concerns and long-term planning, all while fostering trust in the marketplace and driving seller success through enhanced tools and processes.

About the team
The Guaranteed Remediation Experience (GRX) team is the backbone of Amazon's A-to-z Guarantee program, serving as the primary safeguard for customers and sellers in the marketplace. Our diverse team of experts in product management, engineering, analytics, and customer experience works tirelessly to create a seamless claims process that protects customers while empowering sellers. We develop innovative solutions that enable customers to easily report issues, provide sellers with tools to efficiently resolve problems, and leverage advanced technology for fair claim adjudication. By balancing customer protection with seller success, our team plays a crucial role in maintaining trust in Amazon's marketplace, directly impacting the company's financial health and customer-centric reputation across global markets.