In the Worldwide Returns & ReCommerce (WW R&R) group at Amazon, we are dedicated to 'making zero happen' - zero cost of returns, zero waste, and zero defects - to benefit our customers, company, and environment. We are an agile and inclusive organization that constantly innovates to create long-term value by investing in our people and our planet, not simply focusing on the bottom line. Amazon is Earth's most customer-centric company and in WW R&R, the Earth is our customer too. Come join us and innovate with the Amazon Worldwide Returns & ReCommerce team!The Resolution Customer Experience (RCX) team is a part of the WW Returns, ReCommerce & Sustainability Organization. Our team works on continuously improving the shopping experience for Amazon's customers. Our impact on the shopping experience starts right from setting up Customer Obsessed and Competitive Returns policies. We work closely with many partner teams in setting the appropriate returns policy for every item that is sold on Amazon World-Wide. Once created, we ensure this policy is communicated to customers clearly on relevant places through out their purchase journey . By doing so, we help customers make an informed purchase and assure them of the support they can expect to receive post-purchase. Once an item is purchased and if a customer does have an issue with the item, we provide a self-service through the Online Returns Center (ORC) to remediate the issue. Using the ORC, we offer Customers with a wide selection of resolutions to help resolve the issue being faced with their purchase. Through out the Customer return journey, we use emails and progress trackers to keep customers informed of the status of their resolution. Through these tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.Key job responsibilitiesAs a Sr Program Manager, you will own the programs associated with post-purchase customer experience to help customers maximize product ownership. In this role, you will own creating program strategy, roadmap and execution across a suite of product to help customers. This needs to be achieved by working with product managers, customer service, category teams and internal/external partners to develop post-purchase policies/programs for the customer. This is a high visibility role as you are entrusted to lead programs that result in impactful financial savings. The role will provide you with a lot of flexibility and creativity to be just as passionate about operational performance and customer experience.About the teamResolutions Customer Experience (RCX) is team within WW R&R that is dedicated to improve returns experience for our customers. We provide returns self-service on Amazon website/App for customers to choose from a wide selection of resolutions for any issues with their purchase. We use communication channels like emails, push notifications to keep customers informed of the progress on their return. Through these tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.We are open to hiring candidates to work out of one of the following locations:Bellevue, WA, USA- 5+ 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- Experience in complex problem solving, and working in a tight schedule environment- Experience working cross functionally with tech and non-tech teams- Bachelor's degree- Ability to meet deadlines, prioritize workloads, maintain a strong attention to detail and work independently in a fast-paced and rapidly changing environment- 2+ years of leading large complex programs experience- Experience implementing repeatable pr