Sr. Program Manager, Customer Trust And Product Quality, Amazon Resale

Senior Program Manager

Join Amazon Resale and shape the future of recommerce!

At Amazon Resale, we're on a mission to revolutionize the way people shop for and think about pre-owned products. Our vision is to be the most preferred destination for quality used items, offering unparalleled selection, value, and customer experience. As we scale to meet growing demand in this space, we're looking for passionate leaders to help us build innovative solutions that delight our customers and drive our business forward. This is your opportunity to make a significant impact on a multi-billion dollar business and help shape the future of retail.

We are seeking an experienced Senior Program Manager to drive strategic initiatives focused on improving customer trust and product quality for Amazon Resale, a rapidly growing business within Amazon's recommerce portfolio. In this role, you will be responsible for developing and executing programs that reinforce customer trust to shop returned products, enhance quality standards & grading processes both internally as well as with external vendors, and customer confidence in used/pre-owned products.

Key job responsibilities:

• Own and drive the end-to-end product quality strategy for Amazon Resale, working closely with operations, tech, and business teams to implement scalable solutions.
• Develop and maintain right condition description & criteria across product categories and across item @types.
• Lead cross-functional initiatives to reduce customer returns and improve customer satisfaction metrics.
• Benchmark and improve ratings and reviews for used offers.
• Partner with UX research and analytics teams to identify customer pain points and areas for improvement.
• Build and maintain dashboards to track key performance indicators related to product quality and customer trust.
• Collaborate with operations teams to implement process improvements in grading and quality verification.
• Work with product managers and tech teams to enhance product condition descriptions and imaging capabilities.
• Drive alignment across stakeholders including Retail, Operations, Customer Service, and Legal teams.

A day in the life:

In a typical day, the Senior Program Manager for Customer Trust and Product Quality at Amazon Resale might start by reviewing the latest customer feedback and quality metrics, identifying pain points and opportunities for improvement. They would then collaborate with the operations and technology teams to design and implement process enhancements, such as refining grading criteria or enhancing product condition descriptions. Meetings with cross-functional stakeholders would follow, aligning on strategic priorities and getting buy-in for new initiatives. The rest of the day could involve data analysis, dashboard creation, and presentations to senior leadership - all with the goal of elevating customer confidence in Amazon's pre-owned offerings and driving the recommerce business forward.

About the team:

The Amazon Resale team is on a mission to revolutionize the way pre-owned and open-box products are managed and made available to customers worldwide. As part of Amazon's Recommerce organization, we operate with a startup mentality, embracing agility, experimentation, and data-driven decision-making. Our diverse, collaborative group of product managers, data scientists, and engineers are united by a passion for solving complex inventory challenges and delivering exceptional value to customers. We celebrate innovation, encourage bold ideas, and embrace a "Fail Fast, Learn Faster" approach, all while upholding Amazon's customer-centric leadership principles. Joining our team means being part of a mission-driven group that's making a tangible difference in sustainable shopping practices.

Basic Qualifications:

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications:

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.