Senior Product Manager, Return Logistics Services, Worldwide Returns and ReCommerce (WWRR) team

Own product strategy and execution for reverse logistics experiences within Amazon’s Worldwide Returns and ReCommerce Return Logistics Services (WWRR) team.

Responsibilities

• Define and own product vision and roadmap for customer experience and associate experience improvements across all return methods
• Translate VOC and VOA signals into a prioritized backlog aimed at quality metric and NPS gains
• Design and run closed-loop feedback by partnering with in-store operations and quality teams, connecting customer sentiment, associate performance, and operational data to product decisions
• Identify and prioritize technology gaps in areas including:
  • Associate support hotline
  • Self-service support options
  • Material replenishment
• Collaborate with engineering to deliver scalable solutions for prioritized gap areas
• Drive cross-functional execution with technology, operations, business intelligence, finance, and partner teams to define requirements, align on trade-offs, and deliver results across markets
• Author product documents such as one-pagers and business cases that explain the customer problem, proposed solution, and expected impact using data-driven narratives to influence resourcing

Requirements

• 5+ years of product or program management, product marketing, business development, or technology experience
• Bachelor’s degree or equivalent
• Experience owning and driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience delivering features and making product trade-offs
• Experience as a product manager or product owner
• Experience owning technology products
• Experience influencing senior leadership through data-driven insights
• Experience working across functional teams and senior stakeholders

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Paid time off
• Parental leave
• Sign-on payments and restricted stock units (RSUs)

A Day in the Life

• Review NPS trends and quality dashboards across partner locations; flag emerging issues to operations
• Join a working session with the quality team to review associate feedback and align on priorities for underperforming sites
• Analyze data to understand why a self-service support metric dipped in select locations; draft requirements for automated alerting
• Present a product proposal to leadership for a feedback tool that connects customer contact reasons to in-store process gaps
• Sync with a counterpart on plans for an experience improvement launching next quarter

About the Team

• Return Logistics Services manages the physical return journey from when a customer initiates a return through final disposition
• Coverage spans in-store experience, return methods and partnerships, transportation, and operational excellence
• Focus on low-cost, sustainable returns at massive scale
• Culture emphasizes experimentation, data-driven decision-making, and cross-functional collaboration
• Near-term focus on strengthening VOC and VOA capabilities and closing technology gaps that improve quality and satisfaction

Location: Bellevue, WA (onsite)

Salary: USD 136,000 - 184,100 per yearly