Recommerce Product Jobs

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Today

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

Amazon.com Services LLC Bellevue, WA

Bellevue, WA

Today

$136k - $184k/yr Full time Customer Experience Customer Feedback Partner Management

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Job Description

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

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