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Senior Product Manager

Amazon

London, United Kingdom

DESCRIPTION

UK After Market Services (AMS) is a pan-European team whose scope starts when a customer is thinking about returning a product. We aim to help the customer avoid the return, and when this is not possible, simplify the returns process for the customer and reduce the associated loss by maximizing recovery. UK AMS key goal is to positively impact both customer experience and retail margin by reducing returns, maximizing asset recovery and minimizing operational costs. As guardians of the after-sales experience, we are dedicated to providing a leading customer experience to:
· The Amazon customer - We recognize that a positive returns experience is an important reason for customers to repeatedly purchase from Amazon. As such, we aim to provide a best-in-class returns experience through fast and easy-to-understand processes at a minimum cost. This is done through Online returns center at amazon website. In addition, we aim to identify and close service gaps to meet customers’ needs and expectations.
· The Amazon Warehouse Deals customer - As owners of the Warehouse Deals brand in EU, we recognise the importance of our Warehouse Deals customers, and are committed to ensuring they receive a best-in-class experience throughout their journey.
· GLs - We take ownership of the overall recovery rate of unsellable inventory through all disposition channels and thus contribute to achieving GLs’ margin goals.
· Fulfillment centers - We monitor unsellable inventory levels and strive to keep them at a minimum level in order to save space and support FCs’ productivity metrics.
· Vendors and liquidation customers - We take ownership of the customer experience for our B2B customers, including liquidators and vendors receiving returns from Amazon.

As a Senior Product Manager in the UK After Market Services, you will develop and look after product roadmaps and features based on team strategy and vision. This role is inherently cross-functional -- you will work closely with retail, engineering, design, operations, finance and executive teams to bring new features to market and develop opportunities to reduce loss to business. You may also undertake initiatives to develop new business that would create new revenue stream for the business. A successful candidate will be highly analytical, able to work extremely effectively in a matrix organization, and adept at synthesizing a variety of technologies and capabilities into high quality, simple products and applications that customers love.

Key Responsibilities:
- Lead the development of the consumer-focused product strategy and vision supported by internal and external analysis
- Define creative, high quality, simple product road maps based on team strategy and vision
- Develop detailed, crisp business requirements and user stories that can be used to create product specifications and architecture for each product and application
- Manage prioritization and trade-offs among customer experience, performance and operational support load
- Create buy-in for the product vision both internally and with key external partners
- Work closely with engineering teams and program management to deliver products to market
- Drive product launches including working with public relations team, executives, and other product management team members
- Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals

BASIC QUALIFICATIONS

- Bachelor’s degree or higher with a technical discipline
- 7+ years of professional experience with 5+ years of consumer facing product management experience
- Experience leading cross-functional teams to deliver products and projects on tight deadlines
- Experience coordinating product development cycles, development schedules, and launching products to customers
- Experience finding avenues to hear from customers and work in their feedback into your product roadmap; then deliver

PREFERRED QUALIFICATIONS

- MBA or Master’s degree
- 2 + years’ experience in customer returns reduction programs and benchmarking standards.
- Passion for creating innovative solutions for consumers in households
- Experience delivering consumer facing products and services in a high growth environment
- High attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously.
- Ability to think strategically and execute methodically.
- Ability to work in a fast-paced environment where continuous innovation is desired.
- Demonstrated ability to understand and discuss technical concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partners
- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment.
- Broad technical breadth and depth including familiarity with mobile technology, web services and back-end application infrastructure.


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