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Originele vacaturetekst

Senior PM, Marketplace Returns Experience


Job summary
Since 1994, Amazon has continuously expanded its product selection and innovated on behalf of customers in an on-going effort to fulfil its stated ambition of being earth’s most customer-centric company. Amazon strives to become a destination where people can find and discover virtually anything they want to buy online. In Seller Services, our vision is to offer customers the broadest relevant selection, the best shopping experience, competitive prices, and help Sellers sell globally with a smooth and fair experience. The Amazon Seller Services business offers e-commerce programs and technologies to individuals and businesses and enables them to sell their products via Amazon and reach hundreds of millions of potential customers. Over 5MM Sellers list their products for sale on the Amazon Marketplace which makes them a critical part of Amazon’s ecosystem to deliver on our vision of offering the earth’s largest selection and lowest prices.
As part of our ongoing expansion and continuous improvement approach, Amazon EU Seller Services is hiring a talented professional to architect and implement European Marketplace Returns Experience improvements in our Consumer division.

This program manager will develop and influence at large scale a roadmap of significant product, operational initiatives, and program policies for merchant-fulfilled returns across the EU. Our vision is to have a world-class post-order management strategy that is synonymous with Amazon’s customer convenience, while protecting the fairness for our Selling partners. In close collaboration with global stakeholders, she/he will define and execute the detailed plans to automate aftermarket services, launch new features, and drive step-change in adoption of those features that make returns convenient. Partnering with our tech mothership in Seattle and Transportation product in Luxembourg, she/he will work with Partner Development & Sales teams in the EU countries as well as Operations units such as Customer Service and Selling Partner Support to identify and remove program defects while owning key input/output metrics to measure returns experience. The Covid pandemic brings to our team unique opportunities to work hard, have fun, and make history. Therefore, this is a super-exciting time to join our business which has a multibillion-euro base but lots of unexplored potential.
This role will be based in Amazon’s European HQ in Luxembourg, but can be flexibly performed from London or Berlin

· Develop and execute our EU-wide returns experience strategy and operational plan for the seller-fulfilled business
· Define innovative technology/operational initiatives to drive step changes in CX while removing seller adoption barriers
· Drive specific initiatives to drive C&SX (customer and seller experience) parity with between MFN (Merchant Fulfilled Network) and AFN (Amazon Fulfilment Network)
· Influence program initiatives to boost hands-off-the-wheel returns process for sellers and customers, working closely with carrier, software, sales, and support teams
· Own the strategy and performance of customer returns for the EU SFP (MFN Prime) and broader MFN Core (Non-prime) business, including all metrics/KPIs for returns satisfaction
· Be the EU owner for Seller reimbursement processes, developing mechanisms to understand and prioritise blockers to seller satisfaction, engagement and commitment to the program

Amazon is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.


· 5 years+ of professional experience including in large scale product/program management, and/or business consulting
· Thrive working in an energizing, fast-paced and high performance environment
· Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally
· Ability to think strategically and creatively whilst also executing operationally with high attention to detail and operational excellence.


· 8 years+ total experience, of which 3+ in B2B and B2C customer insights and customer experience design and deployment
· Demonstrated ability to analyze and solve ambiguous and highly complex problems, thrive with partial information, manage multiple, competing priorities simultaneously, manage trade-offs and evaluate new opportunities
· Outstanding ability to interpret large amounts of data and make sound business judgement and recommendations
· Experience managing teams directly and indirectly through influence
· MBA and/or business consulting
· Excellent verbal and written communication in English. Ability to write succinct and compelling written business proposals and recommendations for senior Director/VP audiences. Some experience in European languages, particularly German and/or French

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.


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