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Description

In this role, you will own the Damage Standards Program, the objective criteria used to assess returned items and determine their eligibility for resale. Working at the intersection of customer experience, associate experience, grading accuracy, and returns economics, you will protect the customer experience, reduce concessions, and maintain customer trust across an increasingly complex product catalog. You will translate customer and field research into evaluation standards, partner with product managers, program managers, tech teams, science teams, and operations stakeholders, and drive continuous improvement across the returns network. You will own the standards that every downstream evaluation and recovery channel.

Key job responsibilities
• Own and continuously refine the damage standards across the returns network, working backwards from customer expectations.
• Drive a customer-centric feedback loop through customer focus groups, associate interviews, and field surveys, translating findings into validated standard revisions.
• Own the assessment framework and customer-experience risk categorizations.
• Act on calibration audit findings to improve grading accuracy on the lowest-performing evaluation attributes.
• Partner with product and operations teams to feed refined standards into product-specific evaluation and downstream recovery channels.
• Track key performance indicators (concession impact, customer experience, grading accuracy), supporting business reviews, senior leadership reviews, and weekly status updates.
• Lead cross-functional communication for standard updates, grading rule changes, and accuracy improvement initiatives across Operations, Product, Engineering, and research partners.
• Identify and mitigate risks, including accuracy degradation during transitions and customer experience risks.
• Own program goals and annual planning narrative contributions.

A day in the life
• Partner with business, research, and technical teams across the company, from site operations to applied science to product teams.
• Translate customer expectations and field research into objective, actionable evaluation standards.
• Develop scalable solutions for complex grading problems (e.g., product-specific damage criteria, attribute-level accuracy, customer-experience risk mapping).
• Conduct deep dives on concession drivers, grading accuracy, and calibration audit results, translating data into actionable mechanisms.
• Drive end-to-end program delivery and results, owning standards from research through controlled pilots through sustained performance.

About the team
We are a diverse team who:
- Embrace different perspectives and experiences
- Celebrate wins and accomplishments
- Are backed by strong leadership dedicated to operational excellence