Description
Would you like to transform the way customers return? Would you like to contribute to a better environment by reducing returns while ensuring an improved CX for customers when they return? Do you like rolling up your sleeves and solving complex and ambiguous problems? Does working on a global effort with a fast-paced cross-functional team sound exciting to you? If so, we're looking for a Senior Product Manager to develop and scale initiatives to help EU customers remove the hassle of returning while ensuring a seamless experience when they need to return.
EU After Market Services (AMS) mission is to reduce returns and related concessions by helping customers keep what they bought by removing defects. When items are returned or damaged, we maximize reuse and recovery, while safeguarding customer and selling-partner trust. As a Senior Product Manager, you will create and deliver program roadmaps to help us execute that vision. This role brings scope to develop new strategic initiatives in a dynamic space seeing changing customer behaviour and the need to build new cross-functional partnerships to deliver on goals. In parallel, it offers the opportunity to deliver on impactful ongoing initiatives. It offers high visibility with VP/SVP level goals and offers collaboration across WW product teams and Retail, 3P, Customer Service among others, across Europe. The position will ideally be based in our UK headquarters in London but could also be based in Madrid, Munich or Luxembourg.
To be successful, you should be able to work in a dynamic environment that requires navigating complexity and ambiguity. You should be highly customer focused and adept at diving deep to synthesize insights and provide data-driven recommendations. You should be confident in taking ideas through to their end – comfortable with starting small to validate ideas before gathering the sponsorship and resources to scale them up. You should have strong business and communication skills to earn trust and influence with partners and stakeholders to define key business questions, build solutions that answer them, and execute on those ideas.
Think you’re up for the role? Apply today and let us know why.
EU After Market Services (AMS) mission is to reduce returns and related concessions by helping customers keep what they bought and by removing defects. When items are returned or damaged, we maximize reuse and recovery to achieve Zero Cost of Returns and Zero Inventory disposition, while safeguarding customer and selling-partner trust. As a Senior Product Manager, you will create and deliver program roadmaps to help us execute that vision. This role brings scope to develop new strategic initiatives in a dynamic space seeing changing customer behaviour and the need to build new cross-functional partnerships to deliver on goals. In parallel, it offers the opportunity to deliver on impactful ongoing initiatives. It offers high visibility with VP/SVP level goals and offers collaboration across WW product teams and Retail, 3P, Customer Service among others, across Europe. The position will ideally be based in our UK headquarters in London, but could also be based in any of our EU locations (e.g. Madrid, Munich or Luxembourg)
To be successful, you should be able to work in a dynamic environment that requires navigating complexity and ambiguity. You should be highly customer focused and adept at diving deep to synthesize insights and provide data-driven recommendations. You should be confident in taking ideas through to their end – comfortable with starting small to validate ideas before gathering the sponsorship and resources to scale them up. You should have strong business and communication skills to earn trust and influence with partners and stakeholders to define key business questions, build solutions that answer them, and execute on those ideas.
Think you’re up for the role? Apply today and let us know why.
Key job responsibilities
- Own and implement the strategy of key customer returns workstreams.
- Dive deep using a combination of qualitative (e.g. customer anecdotes) and quantitative (performance and operational metrics) data to reduce cost of returns while maintaining CX.
- Take initiative to bring structure to ambiguous problems and convert these into multi-year products and programs
- Build relationships with, influence and collaborate with cross-functional teams to define and deliver improvement roadmaps and projects.
- Manage tech and feature prioritization with trade-offs between; customer experience, selling partner experience, financial impact and operational constraints.
- Proactively identify and resolve issues that may impair the team’s ability to meet strategic, financial, and technical goals.
- Present performance effectively in monthly and quarterly business review meetings to key internal stakeholders, partners teams and senior leadership.
About the team
EU After Market Services (AMS) mission is to reduce returns and related concessions by helping customers keep what they bought and by removing defects. When items are returned or damaged, we maximize reuse and recovery to achieve Zero Cost of Returns and Zero Inventory disposition, while safeguarding customer and selling-partner trust.
Basic Qualifications
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
- Experience with product cycles of 6+ months
- Experience in product or program management, product marketing, business development or technology
- Bachelor's degree or equivalent in a related field
- Experience in product marketing, program management, or business development
- Experience with roadmap strategy and definition
- Experience owning feature delivery and tradeoffs of a product
- Experience in influencing senior leadership through data driven insights
- Experience using data and metrics to back up assumptions, evaluate outcomes, and make data-driven decisions
- Experience reviewing customer feedback and making recommendations based on it
- Experience prioritizing and delivering projects on time in a fast-moving environment
- Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
Preferred Qualifications
- Experience working across functional teams and senior stakeholders
- MBA, or Master's degree
- Experience in problem solving and data analytics
- Knowledge of key customer experience metrics and methodology (e.g., NPS)
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