Product/Program Manager - Returns Customer Experience CX

Description

We are looking for an analytical, customer-obsessed and innovative Strategy & Product Manager to join the Returns Customer Experience (CX) team at Amazon Australia. You will have a passion for improving the customer experience and solving complex problems. You will be a natural self-starter, with superior analytical skills and a curiosity about how things work. You will lead complex cross-functional initiatives and influence diverse peers and leaders all while rolling up your sleeves and diving deep into the details.

You will be responsible for defining and delivering strategic initiatives that optimize how we serve Australian customers while improving cost efficiency. You will build analytical frameworks, enabled by AI and machine learning systems, that inform key business decisions and shape the product vision and roadmap for a strategic initiative alongside operations and tech teams.

In this role, you will lead the continued development, expansion and optimization of these efforts. You will leverage customer behaviour insights, financial data and operational signals to model scenarios, identify opportunities and run experiments. As the owner of this strategy, you will directly partner with teams across Customer Experience, Operations, Transportation, Tech, Finance and Business Intelligence to implement solutions and measure impact.

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There are also a great range of benefits that make Amazon a great place to work, including our popular Dogs At Work program which has been proven to lower stress and boost morale and is now running successfully in our corporate offices around Australia.

Our commuter benefits scheme allows employees to save on the cost of getting to and from work while Amazon also offers subsidized health insurance for employees and their dependents on top of salary continuance (income protection), and life insurance.

Amazon has all kinds of jobs for all kinds of people, and prides itself on hiring individuals with all types of background and experiences and celebrates diversity of leadership and thought as a key component in its mission to create the most customer-centric company in the world.

This position requires full-time in-office presence 5 days per week at our CBD location.

Key job responsibilities

To Excel In This Role, You Will

Analyse data and dive deep into business metrics to develop actionable strategies that improve cost efficiency and customer outcomes. Be passionate about customer experience and delivering innovative enhancements on behalf of our customers. Identify opportunities across the customer returns journey and operational processes, and work with partner teams to deliver innovative solutions. Help define and launch new strategies, frameworks and products, leveraging AI and machine learning systems to inform decision making. Own the strategic roadmap for your initiative and drive it from concept through to measurable impact. Build relationships with and influence teams across Customer Experience, Operations, Transportation, Tech, Finance and Business Intelligence. Bring strong strategic thinking and product management skills, holding your stakeholders accountable to the highest of standards. Have strong interpersonal skills, and the ability to influence local and remote teams, both tech and non-tech.

A day in the life

Your day involves diving deep into customer behavior data and operational metrics to uncover insights that inform strategic decisions. You might start by analyzing returns patterns to identify process inefficiencies, then collaborate with our Operations team to design a potential solution. Later, you'll present findings to stakeholders across multiple teams, incorporating their feedback to refine your approach. You'll also spend time building analytical frameworks that help us understand the financial and operational impact of different scenarios. Throughout the day, you're balancing strategic thinking with hands-on problem-solving—sometimes working through complex datasets, other times facilitating discussions with partners to align on next steps and drive initiatives forward.

About The Team

We're a collaborative group focused on reimagining the returns experience for Australian customers. Our team brings together expertise in customer experience, operations, technology, and finance to tackle some of our most complex challenges. We're committed to building solutions that are both customer-centric and operationally sound. As we continue to evolve our services, we're looking for someone who can help us think strategically about the future while staying grounded in the details that matter. You'll work alongside colleagues who are passionate about continuous improvement and who value diverse perspectives in solving problems. Together, we're working to make returns seamless and satisfying for our customers while optimizing how we operate.

Basic Qualifications

3+ years of product management experience Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services

Preferred Qualifications

Knowledge of SQL and VBA at an advanced level Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization

Acknowledgement Of Country

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE Statement

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

Company - Amazon Commercial Services Pty Ltd

Job ID: A10501220