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Product Manager, Removals Associate Experience

Job ID: 2656402 | Amazon.com Services LLC

DESCRIPTION

At Amazon Worldwide Returns & ReCommerce, WW RR), we aspire to zero: zero cost of returns, zero waste, and zero defects.

We are an agile, innovative organization dedicated to ‘making zero happen’ to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WW RR includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

Every year, Amazon processes and removes hundreds of millions of damaged and overstock items from its fulfillment centers and reverse fulfills these items to Sellers, Vendors, Liquidators, Charities, and Recyclers. Our team delivers products, features, and programs that reduce removal costs, improve removal performance, eradicate defects, and reduce warehouse fullness.

In this role, you will build and own the product and program roadmap to drive improved removals associate experience. You will be the voice of associates, developing new tools and sharpening existing ones to make the every day work experience of thousands of associates WW better. You will work directly with software developers, program managers, as well as operations, transportation, accounting, tax, and legal partners to author requirements documents. This is an exciting opportunity for someone entrepreneurial, customer-obsessed, and comfortable with ambiguity to make a direct and measurable impact.

Key job responsibilities
- Draft and collect business requirements
- Interview stakeholders and customers, analyzing complex anecdotal and raw data to make decisions
- Author PRFAQs for future 'Think Big' ideas in order to get funding
- Deliver minimal viable products (MVPs) in an agile, iterative way that enables Amazon to test and learn
- Deliver requirements, products, and features on tight timelines
- Interacting with stakeholders at multiple levels and in multiple locations, and working with business, product, data science, tech, program, and Operations teams to define and deliver solutions.
- Understands customer (internal and external) needs, defining clear project plans, and executing to high expectations in a fast-paced environment.
- Defining a data-driven product vision, developing business cases and requirements, and prioritizing competing opportunities.
- Working directly with engineering to build exceptional products.
- Anticipate bottlenecks, anticipating and making tradeoffs, and balancing business needs versus technical or operational constraints.
- Comfortably collaborate with global stakeholders in other regions to define requirements that support international use cases.
- Have exceptional written and verbal communication skills, with the ability to communicate accurately, crisply, and comfortably in various settings
- Be highly vocally self-critical, able to understand their opportunities for growth and deliver on feedback independently and fully

A day in the life
- Meeting with engineers and discussing new products and features
- Interviewing associates for anecdotal data or feedback
- Gathering requirements from tax, accounting, compliance, operations, program, and business stakeholders, and then making critical prioritization decisions based on those requirements
- Conducting surveys, doing market segment research or customer interviews, or visiting sites to understand your customer better
- Writing documents to build support from your stakeholders and leaders
- Modeling financials to quantify the impacts of your products
- Dreaming up new big ideas and brainstorming with colleagues

About the team
We are the WW Removals team, part of the Worldwide Returns & ReCommerce (WW RR) organization at Amazon.

WW RR owns WW reverse logistics for Amazon, beginning with alternatives to returns; returns customer experience and transportation; recovery and recommerce channels (e.g. Amazon Warehouse, Liquidations, and Donations, as well as Seller-facing recovery programs); ReLo Ops; customer returns evaluations tools and programs; and finally, removals tools and programs.

WW RR's vision is to set the global standard for excellence in reverse logistics, and build a future that prioritizes customers, the planet, and our pursuit of zero costs, zero defects, and zero waste.

BASIC QUALIFICATIONS

- Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services
- 3+ years of product management experience
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization
- Experience developing operational processes and technologies
- Experience in balancing conflicting priorities dealing with ambiguity
- Experience managing technical products or online services
- Experience performing financial or other quantitative analyses

PREFERRED QUALIFICATIONS

- Experience with Six Sigma tools and Lean techniques
- Experience working with large-scale data mining and reporting tools (i.e. SQL, MSAccess, Tableau, Essbase or Cognos)
- 5+ years of product management experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,700/year in our lowest geographic market up to $179,600/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.