Sr. Product Manager, Guaranteed Remediation Experience (GRX)
Sr. Product Manager, Guaranteed Remediation Experience (GRX)
Posted on :
05-05-2025
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1 Vacancy
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Job Description
The AtoZ Guarantee is Amazons comprehensive protection program designed to safeguard customers in their transactions with thirdparty sellers on the Amazon platform. This guarantee covers two essential aspects of the customer experience: timely delivery and the condition of items received. When customers encounter issues with their purchases they have the ability to file a claim directly with Amazon. Our dedicated team then evaluates each claim to determine if the customer is eligible for a refund ensuring a fair and reliable shopping experience.
In addition to basic order protection the AtoZ Guarantee has been expanded to include a claims process for property damage and personal injury. This extension of the program supports customers who need to request compensation in cases where a defective product purchased on Amazon has caused property damage or personal injury. Importantly this coverage applies to products sold not only by thirdparty sellers but also by Amazon itself demonstrating our commitment to customer safety across all purchasing channels on our platform.
Through this robust guarantee system we aim to foster customer trust empower sellers to maintain high standards and provide customers with peace of mind in their shopping experiences. By offering a clear path for issue resolution when necessary we strive to create a balanced ecosystem that benefits both buyers and sellers in our diverse and dynamic marketplace.
Key job responsibilities
Innovation in Customer and Seller Experience: Spearhead innovative solutions to enhance both customer protection and seller success within the AtoZ Guarantee framework. Implement tools and processes to improve claim assessment and resolution while preparing for future marketplace dynamics.
Strategic Program Development and Optimization: Drive the evolution of the AtoZ Guarantee program globally developing scalable solutions for efficient claim processing while balancing customer protection and seller success. Create and implement standardized processes across programs.
Analytics and Performance Management: Design comprehensive analytics frameworks and quality indices to measure program effectiveness enabling datadriven decisions and improvements. Develop seller performance metrics and actionable insights for both sellers and internal teams.
Seller Empowerment and Experience Enhancement: Create tools resources and educational materials to help sellers prevent claims and improve their marketplace performance. Partner with seller support teams to streamline the claim resolution process and enhance seller success metrics.
Crossfunctional Leadership and Collaboration: Lead and mentor crossfunctional teams across legal risk management customer service and seller support to drive program innovation and improvements.
Executive Reporting and Strategic Planning: Establish and track program KPIs creating regular reporting mechanisms for executive leadership and developing datadriven recommendations.
A day in the life
As the leader of the AtoZ Guarantee program you orchestrate a complex ecosystem that balances customer protection with seller success. Your day involves addressing global escalations analyzing program metrics and navigating strategic meetings to ensure regulatory compliance and feature improvements. You review urgent escalations monitor claim processing and make realtime decisions to maintain program effectiveness. Amidst operational challenges you dedicate time to developing strategic initiatives preparing executive updates and mentoring your team. This role demands agility in switching between immediate concerns and longterm planning all while fostering trust in the marketplace and driving seller success through enhanced tools and processes.
About the team
The Guaranteed Remediation Experience (GRX) team is the backbone of Amazons Atoz Guarantee program serving as the primary safeguard for customers and sellers in the marketplace. Our diverse team of experts in product management engineering analytics and customer experience works tirelessly to create a seamless claims process that protects customers while empowering sellers. We develop innovative solutions that enable customers to easily report issues provide sellers with tools to efficiently resolve problems and leverage advanced technology for fair claim adjudication. By balancing customer protection with seller success our team plays a crucial role in maintaining trust in Amazons marketplace directly impacting the companys financial health and customercentric reputation across global markets.
Bachelors degree or equivalent
5 years of product or program management product marketing business development or technology experience
Experience as a product manager or owner
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Experience with feature delivery and tradeoffs of a product
Experience in quantitative and qualitative research
Masters degree or equivalent
Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
In addition to basic order protection the AtoZ Guarantee has been expanded to include a claims process for property damage and personal injury. This extension of the program supports customers who need to request compensation in cases where a defective product purchased on Amazon has caused property damage or personal injury. Importantly this coverage applies to products sold not only by thirdparty sellers but also by Amazon itself demonstrating our commitment to customer safety across all purchasing channels on our platform.
Through this robust guarantee system we aim to foster customer trust empower sellers to maintain high standards and provide customers with peace of mind in their shopping experiences. By offering a clear path for issue resolution when necessary we strive to create a balanced ecosystem that benefits both buyers and sellers in our diverse and dynamic marketplace.
Key job responsibilities
Innovation in Customer and Seller Experience: Spearhead innovative solutions to enhance both customer protection and seller success within the AtoZ Guarantee framework. Implement tools and processes to improve claim assessment and resolution while preparing for future marketplace dynamics.
Strategic Program Development and Optimization: Drive the evolution of the AtoZ Guarantee program globally developing scalable solutions for efficient claim processing while balancing customer protection and seller success. Create and implement standardized processes across programs.
Analytics and Performance Management: Design comprehensive analytics frameworks and quality indices to measure program effectiveness enabling datadriven decisions and improvements. Develop seller performance metrics and actionable insights for both sellers and internal teams.
Seller Empowerment and Experience Enhancement: Create tools resources and educational materials to help sellers prevent claims and improve their marketplace performance. Partner with seller support teams to streamline the claim resolution process and enhance seller success metrics.
Crossfunctional Leadership and Collaboration: Lead and mentor crossfunctional teams across legal risk management customer service and seller support to drive program innovation and improvements.
Executive Reporting and Strategic Planning: Establish and track program KPIs creating regular reporting mechanisms for executive leadership and developing datadriven recommendations.
A day in the life
As the leader of the AtoZ Guarantee program you orchestrate a complex ecosystem that balances customer protection with seller success. Your day involves addressing global escalations analyzing program metrics and navigating strategic meetings to ensure regulatory compliance and feature improvements. You review urgent escalations monitor claim processing and make realtime decisions to maintain program effectiveness. Amidst operational challenges you dedicate time to developing strategic initiatives preparing executive updates and mentoring your team. This role demands agility in switching between immediate concerns and longterm planning all while fostering trust in the marketplace and driving seller success through enhanced tools and processes.
About the team
The Guaranteed Remediation Experience (GRX) team is the backbone of Amazons Atoz Guarantee program serving as the primary safeguard for customers and sellers in the marketplace. Our diverse team of experts in product management engineering analytics and customer experience works tirelessly to create a seamless claims process that protects customers while empowering sellers. We develop innovative solutions that enable customers to easily report issues provide sellers with tools to efficiently resolve problems and leverage advanced technology for fair claim adjudication. By balancing customer protection with seller success our team plays a crucial role in maintaining trust in Amazons marketplace directly impacting the companys financial health and customercentric reputation across global markets.
Bachelors degree or equivalent
5 years of product or program management product marketing business development or technology experience
Experience as a product manager or owner
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Experience with feature delivery and tradeoffs of a product
Experience in quantitative and qualitative research
Masters degree or equivalent
Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Senior IC
Employment Type
Full-Time
Department / Functional Area
Key Skills
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