Over the past 20 years, Amazon has reinvented on behalf of consumers and become one of the world's largest internet retailers, with more than 152 million active customer accounts, over 2 million active seller accounts, and $500 billion in global revenue. Fulfillment by Amazon (FBA) delivered more than seven billion units on behalf of sellers in 2024, with sellers from over 130 countries fulfilling orders to customers in 185 countries.
The Opportunity:
Customer Returns sit at the intersection of customer satisfaction, seller profitability, and FBA growth. In 2025, 581 million FBA units were returned worldwide, incurring significant cost to Amazon and sellers. Beyond the financial impact, unnecessary returns generate significant waste; preventing them is one of the most tangible ways to improve sustainability outcomes while strengthening seller economics.
The Role:
As Head of After-Market Services Returns & Remedies, EU FBA, you will lead a team of Product Management managers to build and execute the strategic EU FBA After-Market-Service Customer Returns that prevent returns that do not need to happen, enhancing the customer experience in any purchase at Amazon and the seller experience in any sales at Amazon — at EU and worldwide scale.
Location: Flexible within EU FBA footprint. Preferably Luxembourg, Paris.
Key job responsibilities
- Own the product strategy and roadmap for one or more Return Prevention products, from BRD (Business Requirements Document) through spec through launch, working hand-in-hand with engineering and worldwide product and tech teams to build scalable solutions
- Envision, Influence and Drive the future of Customer Experience and Seller Experience on Returns & Remedies with AI-native solutions across EU marketplaces
- Drive adoption at scale by partnering across Go-to-Market, Account Management, and Seller Experience to convert proven products into default seller behaviors
- Operate across VP-level organizations - including WW Returns & Recommerce, WW FBA, Operations & Reverse Logistics, Finance, and Customer Experience - gaining broad exposure to Amazon's post-purchase ecosystem
- Influence globally - several products carry worldwide scope, giving you direct impact beyond EU.
As the portfolio matures, this role offers a natural path toward expanded product, technical, and geographical scope.
BASIC QUALIFICATIONS
- Bachelor's degree
- Experience in product marketing, program management, or business development
- Experience hiring and leading a high-performance team
PREFERRED QUALIFICATIONS
- Master's degree or above in business, engineering, statistics, computer science, mathematics or related field
- Experience with e-commerce
- Experience leading large projects through the full product development life cycle in a large, cross-functional team
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network
- Experience delivering results for large, cross-functional initiatives/projects
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience working in a fast-paced and ambiguous environment
Head of After-Market Services Returns & Remedies, EU FBA • Luxembourg, LUX
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