Senior Program Manager, Refunds CX, WW Refunds Experience
Logistics, Sales & Operations · Program Management
In short
Amazon seeks a Senior Program Manager for its Worldwide Returns & ReCommerce group in Hyderabad, India, focusing on improving the customer refunds experience and reducing defects. This role involves creating vision, roadmapping, and executing refund programs through cross-functional collaboration with technical, operations, and business teams.
Responsibilities
- 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.
- Collaborate cross-functionally with technical, operations, and business retail teams to design comprehensive, scalable and automated solutions to fulfill returns policies and preserve customer experience.
- Plan and prioritize the product roadmap with a team of Product/Program Managers and technical counterparts.
- Understand systems and technologies behind the product, their limitations, boundary conditions, and architectural decisions.
- Articulate when a new solution is needed and discuss differences between competing solutions.
- Proactively mitigate risks and help reduce a program's exposure to failure modes.
- Serve as a central orchestrator within the Refunds CX strategic workstream, designing and prioritizing optimal product investments while coordinating end-to-end execution.
Requirements
- 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.
Desired 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.
Benefits
- Opportunity to make a big impact in a quickly growing team.
- Inclusive culture that empowers Amazonians to deliver the best results.
- Support for workplace accommodations for individuals with disabilities during the application and hiring process.
#Returns#Refunds#Customer Experience#Logistics#Operations#Program Management
Company
Amazon
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Hyderabad, India
Qualification
Master, Bachelor
Applicants
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