Sr. Program Manager, Damage Standards, Worldwide Returns & ReCommerce

AI in this role

Senior program manager owning damage standards and return evaluation criteria across the global returns network.

program-managementcross-functional-leadershipprocess-improvementquality-assurance

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

- 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

Preferred qualifications

- 2+ years of driving process improvements experience
- 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

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.

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually

How we score this

Sr. Program Manager, Damage Standards, Worldwide Returns & ReCommerce at Amazon scores 0 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

Classification

AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.

AI Level 480 to 100
AI Level 360 to 79
AI Level 240 to 59
AI Level 10 to 39

Bands come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Program ManagementCross Functional LeadershipProcess ImprovementQuality Assurance

Questions you could be asked

Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where cross functional leadership was part of your work. What did you do?
Tell me about a project where process improvement was part of your work. What did you do?
Tell me about a project where quality assurance was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Program Management, Cross Functional Leadership, Process Improvement, and Quality Assurance. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

Want your resume actually rewritten for this job?

The free preview above is everything we have today. A full resume rewrite is not live yet and has no price set. Join the waitlist and we will email you if we open it.