Description

We are seeking a Principal Technical Program Manager to lead measurement and impact analysis of customer experience initiatives across our returns reduction program. This role will drive data-driven frameworks to quantify the multi-million dollar impact of CX features on return rates, working independently across 30+ organizations to establish measurement standards and analytical capabilities that enable systematic returns optimization.

You will operate in an ambiguous space requiring deep technical judgment to build consensus across Directors and VPs on measurement methodologies, experimentation frameworks, and the trade-offs between topline growth, long-term profitability, and customer satisfaction. This position demands expertise in establishing zero-lag predictive metrics, integrating returns awareness into weblab bar-raising processes, and creating the analytical infrastructure necessary to embed returns measurement into our operational excellence culture.

The role focuses on transforming how we measure CX impact on returns—from current 45-day lag metrics to real-time predictive capabilities—enabling teams to remediate issues before launch decisions are finalized while maintaining Amazon's bias for action in experimentation.

Key job responsibilities
Measurement Framework Development & Ownership Define and deliver the end-to-end strategy for measuring CX initiative impact on returns across 30+ departments. Own the roadmap for zero-lag predictive metrics that eliminate 45-day measurement delays, enabling real-time returns analysis in experimentation design.

Technical Solution Architecture Decompose complex returns measurement challenges into scalable technical solutions. Partner with Principal Engineers, economists, and data scientists to design predictive models, analytical frameworks, and automated monitoring infrastructure for standalone returns metrics.

Cross-Organizational Influence & Consensus Building Build consensus among Directors and VPs on measurement methodologies and trade-off frameworks between topline growth (OPS), long-term profitability (GCCP), and returns impact (CIR). Influence weblab bar-raising processes to incorporate returns analysis into launch decisions.

Metrics Improvement & Financial Systems Integration Drive corrections to profitability calculations that understate returns costs by ~14%. Partner with Profit Intelligence to address liquidation cost misrepresentations and ASIN-level cost allocation issues.

Executive Communication & Strategic Partnership Present complex measurement trade-offs to Sr. Directors and VPs. Translate statistical concepts into actionable insights, ensuring teams understand CIR contributions and have clear remediation paths.

A day in the life
Your day involves strategic leadership across multiple high-stakes initiatives. You analyze returns data to identify root causes, then lead deep-dive sessions with business leaders to secure commitments for improvements. You collaborate with data scientists and Principal Engineers to advance analytical capabilities while partnering with finance teams on profitability metrics. You present to cross-functional leadership, building consensus across organizations with competing priorities and making complex trade-offs visible to executives. You end by preparing executive summaries showing how your program drives systematic improvements in returns management.

About the team
The Fashion & Fitness Tech organization is on a mission to make Amazon the most-loved fashion destination globally through technology. Our team enhances customer satisfaction and operational excellence across the e-commerce platform. We analyze the shopping experience to help customers find the right products and make confident purchasing decisions. Through data-driven insights and cross-functional collaboration with product, operations, merchandising, and technology teams, we identify and implement improvements that reduce friction and increase post-purchase satisfaction. Our work impacts millions of customers while contributing to business profitability and sustainable growth.