Head, EU Seller Fulfilled Post Order Experience
Luxembourg, LU
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Since 1994, Amazon has continuously innovated on behalf of customers in an on-going effort to fulfil its stated ambition of being earth’s most customer-centric company.

As part of Amazon Merchant Fulfilled Network (MFN) offering, our vision is to help Sellers sell with a smooth and fair experience and offer hundreds of millions of potential EU customers the best shopping experience with broadest relevant selection at competitive prices.

As part of our ongoing expansion and continuous improvement approach, Amazon Seller Services is hiring a talented professional to architect and implement improvements in European Post-Purchase Experience in our Marketplace division.

This product leader will develop and influence at large scale a roadmap of significant technology, operational initiatives, and program policies for merchant-fulfilled returns across the EU.

Our vision is to have a world-class post-order management strategy that is synonymous with Amazon’s customer convenience, while protecting the Selling partner experience.

In close collaboration with global stakeholders, she / he will define and execute the detailed plans to automate aftermarket services, launch new features, and drive step-change in adoption of those features to make returns convenient.

Additionally, this person will build mechanisms to reduce seller and customer contacts, through defect / effort elimination workstreams.

Our team is based in Amazon’s European HQ in Luxembourg.


  • Develop and execute our EU-wide returns experience strategy and operational plan to drive parity with between MFN (Merchant Fulfilled Network) and AFN (Amazon Fulfilment Network)
  • Drive specific program initiatives to remove adoption barriers and boost hands-off-the-wheel returns process for sellers and customers, working closely with carrier, software, country sales, legal, and support teams
  • Own the strategy and performance of customer returns for the EU SFP (Seller Fulfilled Prime) and broader MFN Core (Non-prime) business, including key input / output metrics to measure returns satisfaction
  • Be the EU owner for Seller / Customer contact elimination and Refunds / Reimbursements processes, developing mechanisms to eliminate seller / customer satisfaction blockers, and drive engagement / commitment to the program
  • Manage a small team of high-functioning product / program managers
  • Amazon is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success.

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