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DESCRIPTION

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.

The Return Customer Experience (RCX) team is a part of the WW Returns & ReCommerce 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.

As a Sr Program Manager, you will own the programs associated with post-purchase customer experience to help customers maximize product ownership. In this role, you will own creating program strategy, roadmap and execution across a suite of product to help customers. This needs to be achieved by working with product managers, customer service, category teams and internal/external partners to develop post-purchase policies/programs for the customer. This is a high visibility role as you are entrusted to lead programs that result in impactful financial savings. The role will provide you with a lot of flexibility and creativity to be just as passionate about operational performance and customer experience.

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!

Key job responsibilities
* Own day-to-day program operations and scaling of during high-demand periods
* Build and maintain comprehensive playbooks for launch readiness and peak season execution
* Lead program metrics and performance analysis, establishing clear reporting and monitoring frameworks
* Drive cross-functional alignment through robust communication with leadership and stakeholders
* Manage complex dependencies across tech, operations, and business teams to ensure successful program execution
* Create clear, compelling documentation for various audiences, including executive leadership
* Lead operational excellence initiatives during critical business periods through careful planning and execution
* Proactively identify and remove obstacles to achieve strategic, customer experience, financial, and operational goals
* Partner with product teams to provide operational insights that inform product strategy
* Support the development of product improvements based on operational learnings and customer experience data
* Collaborate with product and engineering teams to design and execute experiments that validate program improvements
* Contribute to roadmap planning by providing operational expertise and performance insights

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. Through our tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.