Sr. Technical Program Manager, World Wide Returns, Recommerce & Sustainability
Job Description :
No other single team in Amazon provide exposure to end to end life cycle of e-commerce: Welcome to World Wide Returns, Re-commerce, and Sustainability (WWRR&S). We redefines e-commerce and start where the typical e-commerce supply chain stops. We innovate to support net-zero carbon, Amazon climate pledge and works backwards from there. In most cases, our work starts even before customer purchases: in providing information about return policies on detail page/search & during check-out. and developing products to support end to end post purchase support needs. We support all post purchase customer needs starting from product usage troubleshooting support to return experience, transportation, reverse-fulfillment, reverse supply chain and reselling. We provide returns as a service to for WW Amazon business across all channels (Retail, FBA, Merchant Fulfillment) and subsidiaries (Zappos, Woot), Customer Service applications and Amazon physical stores.
Amazon Returns policies & experience are foundational to Amazon's e-Commerce and one of the primary reasons why customers love shopping on Amazon. Returns policy communication on the detail page is among the top detail-page features that increases Customer confidence and the Customer Trust Perception Index (CTPI) for purchase decision. This team has revolutionized the returns for customers through simplest possible experience with no need to print label & do packaging and quickest refund time. Providing Great Returns Experience is complex due to negative customer sentiments while returning the product. Our team has been very successful in ensuring the lowest return rates and best in class return experience for Amazon as against other E-commerce competitors.
Below are some of the videos explaining the journey and CX of our team :
Main Video (https://broadcast.amazon.com/videos/415554) (6m 40s): Overview of RR&S Business
Introduction to Seller options (https://broadcast.amazon.com/videos/415558) (1m 44s): Overview of Seller Return & Recovery options
Introduction to LFBF (https://broadcast.amazon.com/videos/416088) (1m 46s): Introduction to Label-Free/Box-Free returns
The team is expanding its charter and is going to hire 50+ employees in 2022 across all tech roles to define returns & recovery options as a service for its merchant, FBA, bulk and Amazon business customers and to solve hard technical problems related to optimization of reverse supply chain channel. As a member of this team, your mission will be to evolve returns & re-commerce systems as highly modular & customizable multi-tenet platform to enable growth of e-commerce business & volumes and not only reduce cost of reverse supply chain but to even make it profitable business. You will be using wide range of AWS services, Java, object-oriented design patterns, and latest storage, workflow, orchestration and UI technologies to build and deliver software systems that support complex and rapidly evolving re-commerce business requirements.
We are looking for software engineers with 2+ years of solid Software engineering experience involving solving complex problems. They will get to work on some of the key initiatives planned to support our rapid evolution and growth and in the process solve some of the most challenging problems. These engineers will provide the technical leadership to the team, drive best practices, mentor other engineers and drive continuous improvements in engineering excellence.
We are a group that has fun at work while driving incredible customer, business, and environmental impact. We are backed by a strong leadership group dedicated to operational excellence that empowers a reasonable work-life balance. As an established, experienced team, we offer the scope and support needed for substantial career growth.
Amazon is earth's most customer-centric company and through WW RR&S, the earth is our customer too. Come join us and innovate with the Amazon Worldwide Returns, ReCommerce & Sustainability team!
Basic Qualifications :
BS in a technical discipline (Engineering, Computer Science, Mathematics).
5+ years of experience in technical program management
5+ years of experience building and/or managing large distributed solutions
Experience creating enterprise and consumer products
Great problem solving skills, desire to solve problems that have no textbook solution
Experience working in or leading teams following agile software development practices (Scrum, etc).
Self-starter, quick learner and passionate problem resolver
Presentation and written communication skills are essential, as is the ability to build partnerships with senior leaders across a variety of groups throughout Amazon.
Preferred Qualifications :
Product Management experience in defining product vision and roadmap for external facing products.
Experience with large scale distributed systems
A deep understanding of software development, architecture, and infrastructure.
Strong desire in building high-performance, highly-available and scalable distributed systems
Design and coding skills in some language on some OS platform
Good debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve customer problems
Working experience in at least 1 modern programming language (Java, C/C++, Perl, Ruby, Python, etc).
Experience in Mobile app domain
Excellent analytical and quantitative skills bias towards data-based decision making and comfort with pro-forma financial and operational analysis.