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Sr. Mgr., Customer Returns Technology

Sr. Mgr., Customer Returns Technology

Job ID 
Posted Date 
Amazon Dev Center India - Hyderabad
Recruiting Team 

Job Description

The ease and convenience of returning an item is critical to a customer’s trust in Amazon. A return is a reversal of the purchase transaction – posing a unique challenge in improving customer experience while maintaining feature parity with the purchasing experience.

The Worldwide Customer Returns team supports the returns process for all Amazon businesses worldwide. A successful returns experience involves 6 aspects – Return Intent, Return Transportation, Return Processing and Refund Processing, Scalable platform components and Business Metrics and Reveser Logistics. Each of these aspects is supported through highly scalable software/services owned by a dedicated software team. These systems range from customer facing Amazon websites WW to highly scalable backend services that process millions of transactions every year. These systems handle more than $ 3B in refunds WW, issued to customers every year. Being part of Customer Returns provides the unique opportunity to understand the entire Amazon eco-system in depth.

Over the last three years, the Customer Returns team in India has worked on major customer facing programs like Product Exchanges, Refund on Carrier Receive, Early Refunds, Return Request Tracking etc. Programs like Exchange and Early Refunds have resulted in Amazon being rated as a company providing the fastest returns among competitors WW. We are investing in the Customer Returns systems to support Amazon growth and future initiatives.

Sr. Manager for the customer returns team will raise the bar on Engineering, Architecture, Customer Experience, and Operational improvement.

Key Objectives include :

1. Define vision for a scalable reverse logistics platform in Amazon supporting multiple businesses
2. Define next generation Returns Customer Experience using technology
3. Focus on cost reduction through automation and machine-learning systems
1. Launch redesigned Online Returns Center in 10 countries
2. Launch new Return Center Tools in 10 countries
3. Launch new platform components that will support 1 and 2

Basic Qualifications

Bachelor’s, Master’s Degree or a PhD in Computer Science or the equivalent required.
A minimum of 15 years’ experience leading large technology teams and owning complex services
· Leading large (30+ Software engineers), highly talented technology teams responsible for building and owning complex services.
· Not just a technical leader but a strong people manager, who loves to lead, coach, and mentor.
· Delivery of highly available, highly reliable, near zero defect software.
· Experience leading multiple simultaneous product development efforts with distributed teams across the globe.
· Inculcating a culture of Innovation and operational efficiency in teams. Driving Engineering Excellence and continuous improvements
· Responsible for the strategic vision of the products/services while staying on top of the execution. Influence, collaborate and communicate effectively with various leaders across Amazon.
· Hiring, growing and retaining a strong team in keeping with Amazon’s high hiring bar.
· Substantive experience building innovative, complex, software.
· Strong technical credentials, with at least 15+ years leading or managing high performing software development teams, ideally with hands-on architectural or distributed systems experience
· A record of hiring of strong technical and operations team members and leaders.
· Strong technical leadership and a passion for technology with excellent business acumen. Is right a lot and exercises good judgment in both technology and business situations.
· A strong partner who can simplify complex technical concepts and effectively communicate and collaborate with peer technology leaders and business leaders alike
· A strong customer focus and excellent expectation management abilities.
· Proven record of innovation and thought leadership.
Professional traits that are not unique to this position, but necessary for Amazon leaders:
  • Exhibits excellent judgment
  • Hires great people. Develops great people.
  • Has relentlessly high standards
  • Thinks strategically, but stays on top of tactical execution
  • Expects and requires innovation of her/his team
  • Thinks big and has convictions
  • Results oriented
  • Has the innate ability to inspire passion in others

Preferred Qualifications

Any background in Reverse logistics will be useful