Senior Program Manager – Damage Stds - Worldwide Returns & Recommerce

Description

In this role, you will own the Damage Standards Program, the objective criteria used to assess returned items and determine their eligibility for resale. Working at the intersection of customer experience, associate experience, grading accuracy, and returns economics, you will protect the customer experience, reduce concessions, and maintain customer trust across an increasingly complex product catalog. You will translate customer and field research into evaluation standards, partner with product managers, program managers, tech teams, science teams, and operations stakeholders, and drive continuous improvement across the returns network. You will own the standards that every downstream evaluation and recovery channel.

Key job responsibilities
• Own and continuously refine the damage standards across the returns network, working backwards from customer expectations.
• Drive a customer-centric feedback loop through customer focus groups, associate interviews, and field surveys, translating findings into validated standard revisions.
• Own the assessment framework and customer-experience risk categorizations.
• Act on calibration audit findings to improve grading accuracy on the lowest-performing evaluation attributes.
• Partner with product and operations teams to feed refined standards into product-specific evaluation and downstream recovery channels.
• Track key performance indicators (concession impact, customer experience, grading accuracy), supporting business reviews, senior leadership reviews, and weekly status updates.
• Lead cross-functional communication for standard updates, grading rule changes, and accuracy improvement initiatives across Operations, Product, Engineering, and research partners.
• Identify and mitigate risks, including accuracy degradation during transitions and customer experience risks.
• Own program goals and annual planning narrative contributions.

A day in the life
• Partner with business, research, and technical teams across the company, from site operations to applied science to product teams.
• Translate customer expectations and field research into objective, actionable evaluation standards.
• Develop scalable solutions for complex grading problems (e.g., product-specific damage criteria, attribute-level accuracy, customer-experience risk mapping).
• Conduct deep dives on concession drivers, grading accuracy, and calibration audit results, translating data into actionable mechanisms.
• Drive end-to-end program delivery and results, owning standards from research through controlled pilots through sustained performance.

About the team
We are a diverse team who:
- Embrace different perspectives and experiences
- Celebrate wins and accomplishments
- Are backed by strong leadership dedicated to operational excellence

Basic Qualifications

- 6+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Master's degree
- 6+ years of Business strategy or Non-Tech Program Management experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- 4+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience
- Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions
- Experience implementing repeatable processes and driving automation or standardization
- 5+ years of defining and executing against program timeline & requirements experience
- 5+ years of data visualization and reports tools experience

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.