Senior Program Manager, Refunds CX, WW Refunds Experience

In the Worldwide Returns & ReCommerce (WW R&R) 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.

WW R&R includes business, product, operations, data, and software engineering teams, who together manage the lifecycle of returned and damaged products. In WW R&R, you will partner across these teams to help customers get the most value out of Amazon’s products; improve the customer returns experience; and reduce defects, waste, and cost in reverse logistics processes. You will be a leader, a builder, and an owner, collaborating cross-functionally with technical, operations, and business teams to design scalable and automated solutions to customer problems.

Refunds Experience is a charter of WW R&R that is dedicated to providing the best-in-class refunds experience to customers, by prioritizing faster refunds and ensuring 100% completeness. We strive to build a strong enforcement function to preserve CX, mitigate risk & avoid policy abuse.

We are looking for a seasoned Program Leader who has a passion for working in cross-functional environments, strong communication skills (verbal & written) in addition to proven program management experience. Join us if you want the opportunity to make a big impact in a quickly growing team that can make a big difference in the customers' journey with Amazon.

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.

Key job responsibilities

In this role, you will:

Create vision, disambiguate complex problem spaces, roadmap, and execution across a suite of refund programs to improve customer trust

Develop worldwide mechanisms with huge customer-facing and financial impact

Be a leader, required to collaborate cross-functionally with technical, operations, and business retail teams to design comprehensive, scalable and automated solutions to fulfil the returns policies customers avail and preserve CX.

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, boundary conditions, and reasons for architectural decisions. You are capable of articulating when a new solution is needed (and when it is not) or discuss the differences between two competing solutions. You proactively mitigate risks and help reduce a program's exposure to failure modes.

About the team

WW Refunds CX team under the broader WW Returns CX (WW RCX) sub-org, plays a critical role in the overall Worldwide Returns & ReCommerce (WW R&R) org by ensuring customers are provided timely and complete refunds. To address this area of paramount importance, we partner with multiple orgs outside WWRR, primarily CS, Ordering, Payments, and internally with Tech & Data Engineering to ensure faster refunds and 100% refund completion across a varying breadth of diverse use-cases and geographies. This IC role serves as a central orchestrator within this strategic workstream, responsible for designing and prioritizing optimal product investments while coordinating end-to-end execution.

Basic qualifications

- 5+ years of program or project management experience

- Experience using data and metrics to determine and drive improvements

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Experience working cross functionally with tech and non-tech teams

- Experience in Reverse Logistics, transportation and/or retail operations

- Basic comfort with Gen AI tools, SQL query and data analysis

- Communicate effectively with technology teams

- Master's degree, or MBA in business, operations, science or related field

Preferred qualifications

- 2+ years of driving process improvements experience

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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.