The role
From Amazon's own posting.
Are you energized by turning customer and associate feedback into products that improve millions of return experiences? Amazon's Worldwide Returns and ReCommerce organization is on a mission to achieve zero cost of returns, zero waste, and zero defects for customers, selling partners, and the planet. We are an agile, inclusive team that constantly invents to create long-term value.
We are looking for a Product Manager to join the Return Logistics Services team and own the customer experience and associate experience across Amazon's reverse logistics network. You will build voice-of-customer (VOC) and voice-of-associate (VOA) programs from the ground up, define where the team should focus, and drive technology gap closure in areas such as the associate support hotline, self-service support options, and the material replenishment process. Your product decisions will be grounded in quality metrics and Net Promoter Score (NPS) results, and you will partner with operations, quality, and engineering teams to turn those insights into measurable improvements across drop-off locations, retail partners, and carriers worldwide.
Key job responsibilities
- Define and own the product vision and roadmap for customer experience and associate experience improvements across all return methods, translating VOC and VOA signals into a prioritized backlog that drives quality metric and NPS gains.
- Build VOC and VOA programs by partnering with in-store operations and quality teams to design closed-loop feedback mechanisms that connect customer sentiment, associate performance, and operational data to product decisions.
- Identify and prioritize technology gaps in areas such as the associate support hotline, self-service support options, and material replenishment, then collaborate with engineering to deliver scalable solutions.
- Drive cross-functional execution with technology, operations, business intelligence, finance, and partner teams to define requirements, align on trade-offs, and deliver results across markets.
- Author product documents including one-pagers and business cases that articulate the customer problem, proposed solution, and expected impact, and use data-driven narratives to influence resource allocation.
A day in the life
You start the morning reviewing NPS trends and quality dashboards across partner locations, flagging emerging issues to the operations team. Mid-morning you join a working session with the quality team to review recent associate feedback and align on priorities for underperforming sites. After lunch you dig into a data set to understand why a self-service support metric dipped at a subset of locations and draft requirements for an automated alerting mechanism. Later you present a product proposal to leadership outlining a new feedback tool that connects customer contact reasons to specific in-store process gaps. You close the day syncing with your counterpart on plans for an experience improvement launching next quarter.
About the team
The Return Logistics Services team manages the physical return journey from the moment a customer initiates a return through final disposition. The team spans in-store experience, methods and partnerships, transportation, and operational excellence, all working toward low-cost, sustainable returns at massive scale.
Our culture values experimentation, data-driven decision-making, and cross-functional collaboration. You will work alongside colleagues who are passionate about making returns effortless for customers and operationally excellent for our partners, with a near-term focus on strengthening VOC and VOA capabilities and closing technology gaps that directly improve quality and satisfaction.
- 5+ years of product or program management, product marketing, business development or technology experience
- 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 in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .
USA, WA, Bellevue - 136,000.00 - 184,100.00 USD annually