Amazon

DESCRIPTION

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 and tracking 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.

BASIC QUALIFICATIONS

• 7+ years of end to end product delivery experience
• 4+ years of technical product or program management experience
• Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
• Experience leading engineering discussions around technology decisions and strategy related to a product
• Experience owning/driving roadmap strategy and definition
• Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams

PREFERRED QUALIFICATIONS

• Experience leading cross-organizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority
• Experience working with and influencing senior level stakeholders
• Experience developing mobile / internet products and technologies
• Knowledge of SQL

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.