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

Amazon • Bellevue, WA • 1d ago

Description

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 reinforces Customer Trust to shop returned products, enhances 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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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.

Amazon

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