Technical Program Manager, World Wide Returns & Recommerce

Technical Program Manager, World Wide Returns & Recommerce

No other single team in Amazon provides exposure to the end‑to‑end life cycle of e‑commerce: Welcome to World Wide Returns, and Re‑commerce (WWR&R). We redefine e‑commerce and start where the typical e‑commerce supply chain stops. We innovate to support net‑zero carbon, Amazon climate pledge, and work backwards from there. In most cases, our work starts even before customer purchases – providing information about return policies on detail pages/search and during checkout, and developing products to support end‑to‑end post‑purchase support needs.

We support all post‑purchase customer needs, from product usage troubleshooting to return experience, transportation, reverse‑fulfillment, reverse supply chain and reselling. We provide returns as a service to the WW Amazon business across all channels (Retail, FBA, Merchant Fulfillment) and subsidiaries (Zappos, Woot), Customer Service applications, and Amazon physical stores.

Amazon’s return policies and experience are foundational to Amazon’s e‑commerce and one of the primary reasons customers love shopping on Amazon. Return‑policy communication on detail pages is among the top features that increase customer confidence and the Customer Trust Perception Index (CTPI) for purchase decisions. This team has revolutionized returns for customers through the simplest possible experience—no need to print a label or do packaging and the quickest refund time. Providing a great returns experience is complex due to negative customer sentiments when returning a product. Our team has been very successful in ensuring the lowest return rates and best‑in‑class return experience for Amazon, versus other e‑commerce competitors.

Below are some videos explaining the journey and customer experience of our team:

• Main Video ( – 6m 40s: Overview of R&R Business
• Introduction to Seller options ( – 1m 44s: Overview of Seller Return & Recovery options
• Introduction to LFBF ( – 1m 46s: Introduction to Label‑Free/Box‑Free returns

The team is expanding its charter and will hire 50+ employees in 2022 across all tech roles to define returns & recovery options as a service for merchants, FBA, bulk, and Amazon business customers, and to solve hard technical problems related to optimization of the reverse supply chain channel. As a member of this team, your mission will be to evolve returns & re‑commerce systems into a highly modular and customizable multi‑tenant platform to enable growth of e‑commerce business and volumes, reduce the cost of reverse supply chain, and even make it profitable.

You will use a wide range of AWS services, Java, object‑oriented design patterns, and the 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 3+ years of solid software‑engineering experience involving solving complex problems. These engineers will provide technical leadership to the team, drive best practices, mentor other engineers, and champion continuous improvement 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 healthy work‑life balance. As an established, experienced team, we offer the scope and support needed for substantial career growth.

Basic Qualifications

• 5+ years of technical product or program management experience
• 7+ years of experience working directly with engineering teams
• 3+ years of software development experience
• 5+ years of technical program management working directly with software engineering teams
• Experience managing programs across cross‑functional teams, building processes and coordinating release schedules
• Experience building and evaluating system‑level technical design

Preferred Qualifications

• 5+ years of project management disciplines including scope, schedule, budget, quality, risk, and critical‑path management experience
• Experience managing projects across cross‑functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPIs/SLA’s used to drive multi‑million dollar businesses and reporting to senior leadership

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