Senior Product Manager - Returns Experience & VOC

Amazon; Bellevue (WA); On-site; USD 136,000 - 184,000; Full time

Job summary

Amazon.com Services LLC in Bellevue, WA is hiring a Product Manager to own the customer and associate experience across the reverse logistics network. You will build VOC/VOA programs, define focus areas, and guide technology gap closure with operations, quality and engineering teams.

This role emphasizes data-driven decisions and delivering measurable improvements in returns quality, cost, and satisfaction.

Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience.
• Bachelor's degree or equivalent.
• Experience owning/driving roadmap strategy and definition.
• Experience with end to end product delivery.
• Experience with feature delivery and tradeoffs of a product.
• Experience as a product manager or owner.
• Experience owning technology products.

Responsibilities

• Define and own the product vision and roadmap for customer experience and associate experience improvements across all return methods, translating VOC and VOA signals into a prioritized backlog that drives quality metric and NPS gains.
• Build VOC and VOA programs by partnering with in-store operations and quality teams to design closed-loop feedback mechanisms that connect customer sentiment, associate performance, and operational data to product decisions.
• Identify and prioritize technology gaps in areas such as the associate support hotline, self-service support options, and material replenishment, then collaborate with engineering to deliver scalable solutions.
• Drive cross-functional execution with technology, operations, business intelligence, finance, and partner teams to define requirements, align on trade-offs, and deliver results across markets.
• Author product documents including one-pagers and business cases that articulate the customer problem, proposed solution, and expected impact, and use data-driven narratives to influence resource allocation.

Skills

Product management

Roadmap strategy

Delivery

Stakeholder management

Data-driven decisions

Education

Bachelor's degree or equivalent

Job description

Amazon.com Services LLC in Bellevue, WA is hiring a Product Manager to own the customer and associate experience across the reverse logistics network. You will build VOC/VOA programs, define focus areas, and guide technology gap closure with operations, quality and engineering teams.

This role emphasizes data-driven decisions and delivering measurable improvements in returns quality, cost, and satisfaction.