This Principal PMT role leads strategic initiatives to drive operational efficiency and cost reduction across the Perfect Order Experience (POE) organization. The role owns three critical charters: a) reducing A-to-Z claims program costs b) driving the vision for Remediation as a Service (RaaS) platform c) driving operational efficiency across the Perfect Order Experience organization. Through these initiatives, the role is expected to deliver over $250MM in cost savings by reducing concession spends and improving the quality and productivity of our operations teams.

This role will work closely with science, engineering and operations teams across the stores business to re-imagine an existing remediation platform using Agentic AI and drive efficiency improvements across operations teams

Key job responsibilities
• Lead strategic initiatives across Perfect Order Experience (POE) organization, driving operational efficiency and cost reduction programs

• Own and execute comprehensive strategy to reduce A-to-Z claims program costs including defect reduction, policy optimization, and automation improvements while maintaining customer trust

• Drive vision and roadmap for Remediation as a Service (RaaS) platform, expanding adoption across multiple Amazon teams and developing AI-enhanced solutions for post-transaction issue resolution

• Lead cross-functional initiatives requiring collaboration with multiple L10 organizations, including TSE, Seller Support, Returns, External Fulfillment and Customer Service

• Develop and implement AI-first solutions to achieve 99% task automation across POE operations, focusing on complex investigation and appeal processes

• Create and manage executive-facing mechanisms (QBRs, MBRs) to drive visibility, accountability, and strategic alignment across organizations

• Lead development of next-generation RaaS platform using Agentic AI frameworks, with potential for externalization as a service for sellers' omni-channel business needs

A day in the life
• Start your day collaborating with AI/ML scientists and engineering teams to review progress on automation initiatives, providing strategic direction on complex decision-making algorithms for claims processing

• Lead cross-functional meetings with senior stakeholders across Amazon's operations teams to align on platform adoption strategies and remove barriers to implementation

• Analyze performance metrics and cost data to identify optimization opportunities, then work with program managers to develop actionable solutions that balance customer experience with operational efficiency

• Partner with product and engineering teams to shape the roadmap for RaaS platform enhancements, incorporating feedback from multiple business units to prioritize features that drive maximum impact

• Engage in strategic planning sessions with executive stakeholders to report on progress, present new initiatives, and secure buy-in for transformational changes across the organization

• Mentor and guide a team of program managers and business analysts, helping them navigate complex problems and develop solutions that scale across the organization

About the team
The Global Returns Experience (GRX) team is at the forefront of revolutionizing how Amazon handles post-transaction experiences for customers and sellers worldwide. We're a dynamic organization that combines technical innovation with customer-obsessed thinking to solve complex operational challenges at unprecedented scale. Working alongside talented engineers, data scientists, and program managers, we're building next-generation solutions like our Remediation as a Service (RaaS) platform that is transforming how Amazon and its partners handle customer issues. Our team operates at a scale and complexity that offers unique challenges and growth opportunities for ambitious leaders who want to make a significant impact on Amazon's operations.