Sr. Product Mgr - Associate Experience, Ops Eval
Amazon.com
At Amazon Worldwide Returns & ReCommerce, (WWR&R), we aspire to zero: zero cost of returns, zero waste, and zero defects.
We are an agile, innovative organization dedicated to “making zero happen” to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWR&R includes business, product, program, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.
In this role, you will work closely with product managers, program managers, software developers, and operations stakeholders to improve associate experience within the Returns Grading tools. You will enhance the associate experience with a focus on improving grading accuracy and reducing operational cost. You will be the voice of the associate and advocate on their behalf, ensuring their needs and feedback directly inform product development and strategy
Key job responsibilities
1. Establish a continuous and objective UX research and Associate feedback mechanism to identify improvement opportunities within the grading tools
2. Implement targeted UX/UI improvements based on research and feedback, focusing on enhancing the tools
3. Develop a baseline Associate satisfaction score, benchmarking against similar tools within Amazon (if applicable), ensuring a structured approach for comparative analysis
4. Define clear metrics and KPIs for tool performance, Associate satisfaction and grading accuracy, ensuring these indicators reflect the effectiveness of new features and overall tool utility
5. Construct a robust analytics framework that delivers actionable insights into tool performance and Associate behavior, enabling data-driven enhancements
6. Ensure Associate feedback and emerging industry trends significantly influence product roadmap and feature prioritization
7. Develop a worldwide charter aimed at standardizing Associate satisfaction and engagement measurement
8. Implement a framework for collaboration with regional stakeholders to address unique use cases that impacts Associate experience, ensuring global initiatives accommodate local requirements while maintaining a cohesive strategy
We are an agile, innovative organization dedicated to “making zero happen” to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWR&R includes business, product, program, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.
In this role, you will work closely with product managers, program managers, software developers, and operations stakeholders to improve associate experience within the Returns Grading tools. You will enhance the associate experience with a focus on improving grading accuracy and reducing operational cost. You will be the voice of the associate and advocate on their behalf, ensuring their needs and feedback directly inform product development and strategy
Key job responsibilities
1. Establish a continuous and objective UX research and Associate feedback mechanism to identify improvement opportunities within the grading tools
2. Implement targeted UX/UI improvements based on research and feedback, focusing on enhancing the tools
3. Develop a baseline Associate satisfaction score, benchmarking against similar tools within Amazon (if applicable), ensuring a structured approach for comparative analysis
4. Define clear metrics and KPIs for tool performance, Associate satisfaction and grading accuracy, ensuring these indicators reflect the effectiveness of new features and overall tool utility
5. Construct a robust analytics framework that delivers actionable insights into tool performance and Associate behavior, enabling data-driven enhancements
6. Ensure Associate feedback and emerging industry trends significantly influence product roadmap and feature prioritization
7. Develop a worldwide charter aimed at standardizing Associate satisfaction and engagement measurement
8. Implement a framework for collaboration with regional stakeholders to address unique use cases that impacts Associate experience, ensuring global initiatives accommodate local requirements while maintaining a cohesive strategy
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