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

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.