Senior Product Manager, After Market Services
Job ID: 2989791 | Amazon EU SARL (UK Branch)
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.
At After Market Services, we aspire to Zero Defects that lead customers to return, Zero Cost associated with returns, and Zero Waste generated from returns. 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 relationships 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, Operations and Marketing teams, among others, across Europe. The position will ideally be based in our UK headquarters in London, but could also be based in Munich, Madrid 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 logical 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 challenge? Apply today and let us know why.
Key job responsibilities
- Own and implement the strategy and roadmap of customer returns experience.
- Dive deep using a combination of qualitative (e.g. customer anecdotes) and quantitative (performance and operational metrics) data to improve customer experience and reduce financial impact.
- 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 program 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 leadership.
- Act as the custodian of returns policy, working with Legal to enable policy changes and enforcement.
- Act as the customer advocate in customer returns escalation cases.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- Experience in product or program management, product marketing, business development or technology
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience in influencing senior leadership through data driven insights
- Analytical skills with the ability to use data and metrics to back up assumptions and recommendations
- Experience finding avenues to hear from customers and work their feedback into your roadmap
- Proven track record of taking ownership and successfully delivering results in a fast-paced environment
- Strong verbal and written communication skills
PREFERRED QUALIFICATIONS
- MBA or Master’s degree
- Technical experience using analytics solutions
- Experience in After Market Services / Customer Returns programmes and benchmarking standards
- Experience owning technology products
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