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.

Full Summary:

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:

Define and execute returns experience strategy

Drive product innovation and process improvements

Manage NCRC program P&L and abuse prevention

Lead team development and performance

Ensure operational excellence in returns processes

Key job responsibilities

1. 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:

1. 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

2. 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

3. 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

4. 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

5. 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.

BASIC QUALIFICATIONS

• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product

PREFERRED QUALIFICATIONS

• Experience relying on analytics and data to cultivate deep customer empathy, shape product decisions and track effectiveness of change
• Experience working with a cross-functional team across design, operations, and engineering team to meet high-reaching goals

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