Gerente De Customer Experience, Product Manager, Customer Fulfillment Experience

Lead Amazon's Customer Returns Experience & Cost Optimization

Shape the future of customer returns while driving Concessions and Returns P&L ownership, leading a high-impact team of 4. Own and evolve Amazon's returns experience and cost optimization programs. Drive the long-term vision, product development, and continuous improvement of customer return processes. Lead NCRC (Net Concessions and Returns Cost) program with full P&L responsibility, including abuse prevention strategies and product roadmap. Focus on delivering convenience, trust, and speed in customer returns resolution while optimizing operational efficiency.

Key Responsibilities:

• Strategic Leadership: Develop and implement a comprehensive returns experience strategy. Set long-term vision and goals for customer returns processes. Align team objectives with broader Amazon customer-centric initiatives.
• Product Innovation and Process Optimization: Drive continuous improvement in returns processes. Identify and implement innovative solutions to enhance customer convenience and trust. Collaborate with cross-functional teams to integrate new technologies and methodologies.
• Financial Management: Own P&L responsibility for the NCRC (Net Concessions and Returns Cost) program. Develop and execute strategies to optimize costs while maintaining customer satisfaction. Implement and refine abuse prevention measures to protect Amazon's financial interests.
• Team Leadership and Development: Manage, mentor, and motivate a high-performing team of 4 professionals. Foster a culture of innovation, accountability, and customer obsession. Facilitate professional growth and career development for team members.
• Operational Excellence: Ensure seamless execution of returns processes across all channels. Establish and monitor key performance indicators (KPIs) for returns experience. Implement data-driven decision-making processes to continuously improve operations.
• Stakeholder Management: Collaborate with internal and external partners to drive program success. Communicate program performance and strategic initiatives to senior leadership. Build and maintain relationships with key vendors and service providers.

About the team: As part of Amazon's Customer Fulfillment Experience organization, our Returns Experience team innovates to make returns as effortless as our ordering process. We collaborate across fulfillment teams to ensure a seamless end-to-end customer journey. Our dynamic team drives innovation in returns solutions, serving millions of customers daily. We combine customer obsession with data-driven decision-making to revolutionize the returns experience while managing the Net Concessions and Returns Cost (NCRC) P&L. Our focus on reducing cost-to-serve ensures operational efficiency without compromising customer satisfaction. We value creative problem-solving, bias for action, and a growth mindset. Join us in shaping Amazon's customer experience and optimizing returns economics in a fast-paced environment.