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Senior Program Manager, Refunds CX, WW Refunds Experience

Logistik, försäljning och verksamhet · Programledning

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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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • 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.

Förmåner

  • 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
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Företag

Amazon

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Hyderabad, India

Kvalifikation

Masterexamen, Kandidatexamen

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