A-to-Z Guarantee is Amazon’s primary mechanism for protecting customers when they encounter a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream – this is an exciting opportunity for a Product Manager III to enter the team, take ownership of the problem space, simplify & reinvent, and help drive exciting results for the program! Aside from heavy involvement in several high-impact initiatives the team is driving towards, key day-to-day responsibilities for this role will include:
1. Drive the execution of all product lifecycle processes for products, including product research, market research, competitive analysis, planning, positioning, roadmap development, requirements development, and product launch;
2. Partner with engineering teams to execute on product roadmap. Define business requirements and determine timing of launches. Develop roadmap, estimates and goals to ensure alignment with impact of product launches. Regularly update stakeholders on status of product launches including any delays and paths to green;
3. Create product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI;
4. Develop, track and regularly monitor KPIs and goals, generally oriented towards improvements in seller experience and engineering efficiency and costs. Regularly update leadership on goal status in weekly high- level business reviews and in-depth monthly stakeholder meetings. Identify outlier trends and deep dive to determine root cause and remedy;
Partner with external stakeholders, maintain integrity and operational excellence of the Claims function on worldwide sites.
About the team
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company. Amazon’s Perfect Order Experience team, under CTPS, works to ensure that Customers can buy with confidence on Amazon.
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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.