Sr. Product Mgr - Associate Experience, Ops Eval

At Amazon Worldwide Returns & ReCommerce, (WWR&R), we aspire to zero: zero cost of returns, zero waste, and zero defects.

We are an agile, innovative organization dedicated to "making zero happen" to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWR&R includes business, product, program, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

In this role, you will work closely with product managers, program managers, software developers, and operations stakeholders to improve associate experience within the Returns Grading tools. You will enhance the associate experience with a focus on improving grading accuracy and reducing operational cost. You will be the voice of the associate and advocate on their behalf, ensuring their needs and feedback directly inform product development and strategy

Key job responsibilities

1. Establish a continuous and objective UX research and Associate feedback mechanism to identify improvement opportunities within the grading tools

2. Implement targeted UX/UI improvements based on research and feedback, focusing on enhancing the tools

3. Develop a baseline Associate satisfaction score, benchmarking against similar tools within Amazon (if applicable), ensuring a structured approach for comparative analysis

4. Define clear metrics and KPIs for tool performance, Associate satisfaction and grading accuracy, ensuring these indicators reflect the effectiveness of new features and overall tool utility

5. Construct a robust analytics framework that delivers actionable insights into tool performance and Associate behavior, enabling data-driven enhancements

6. Ensure Associate feedback and emerging industry trends significantly influence product roadmap and feature prioritization

7. Develop a worldwide charter aimed at standardizing Associate satisfaction and engagement measurement

8. Implement a framework for collaboration with regional stakeholders to address unique use cases that impacts Associate experience, ensuring global initiatives accommodate local requirements while maintaining a cohesive strategy

BASIC QUALIFICATIONS

- 5+ years of product or program management, product marketing, business development or technology experience

- Bachelor's degree or equivalent

- Experience owning/driving roadmap strategy and definition

- Experience with end to end product delivery

- Experience with feature delivery and tradeoffs of a product

- Experience in influencing senior leadership through data driven insights

- Experience working across functional teams and senior stakeholders

PREFERRED QUALIFICATIONS

- Knowledge of key customer experience metrics and methodology (e.g., NPS)

- MBA

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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