Sr. Program Manager, WW Product Lifecycle Support Program Amazon
Seattle, WA

Job Description

Not many teams aspire to zero. Welcome to the Worldwide Returns & Re-Commerce team (WW R&R) at Amazon.com.

WW R&R is an agile, innovative organization dedicated to 'making zero happen' to benefit our customers, our company, and the environment. Our goal is to achieve the three zeroes: zero cost of returns, zero waste, and zero defects. We do this by developing groundbreaking products and driving unparalleled operational excellence to help customers keep what they buy, recover returned and damaged product value, keep thousands of tons of waste from landfills, and create the best customer returns experience in the world. We have an eye to the future - we create long-term value at Amazon by focusing not just on the bottom line, but on the planet. We are building the most sustainable re-use channel we can by driving multiple aspects of the Circular Economy for Amazon - returns, re-commerce, and rentals.

Amazon WW R&R is comprised of business, product, operational, program, software engineering and data teams that manage the life of a returned or damaged product from a customer to the warehouse and on to its next best use. Our work is broad and deep: we train machine learning models to automate routing and find signals to optimize re-use; we invent new channels to give products a second life; we develop world-class product support to help customers love what they buy; we pilot smarter product evaluations; we work from the customer backward to find ways to make the return experience remarkably delightful and easy; and we do it all while scrutinizing our business with laser focus.

Joining this team gives you the opportunity to help customers buy the right products, and use and keep what they bought. This Sr. Program Manager will support Amazon customers through the lifecycle of their Amazon purchase by offering repair services, replacement parts, product support, aftermarket, and other solutions. The successful candidate will be responsible for building support products, enhancing customer experience in existing products, increasing the product support coverage, and turn early features into scalable programs. This individual will serve as the face of the team to external service providers and other teams at Amazon, define technical requirements, involve in vendor negotiations, influence senior global leaders, and become the evangelist and visionary for product support programs. This will be a high visibility role that requires an individual to be a thought leader, influencer, technical expert, and visionary globally.

In this role, you will:

* Deliver complex, large-scale product support projects from initiation through delivery.
* Influence and partner with internal stakeholders such as Retail, Customer Service, Amazon Global Selling; and external sellers and manufacturers to build or refine products.
* Identify and evaluate potential risks and opportunities in order to scale and grow Replacement Parts and Repair programs.
* Dive deep on customer pain points and make recommendations for scalable solutions and be the voice of the customer to conduct user researches, perform field visits, and audit processes.
* Develop and own annual goals and the 3 year plan for program expansion.