Principal Technical Program Manager, Amazon Fashion & Fitness (F2) Tech

Job description

We are seeking a Principal Technical Program Manager to lead measurement and impact analysis of customer experience initiatives across our returns reduction program. This role will drive data-driven frameworks to quantify the multi-million dollar impact of CX features on return rates, working independently across 30+ organizations to establish measurement standards and analytical capabilities that enable systematic returns optimization. You will operate in an ambiguous space requiring deep technical judgment to build consensus across Directors and VPs on measurement methodologies, experimentation frameworks, and the trade-offs between topline growth, long-term profitability, and customer satisfaction. This position demands expertise in establishing zero-lag predictive metrics, integrating returns awareness into weblab bar-raising processes, and creating the analytical infrastructure necessary to embed returns measurement into our operational excellence culture. The role focuses on transforming how we measure CX impact on returns—from current 45-day lag metrics to real-time predictive capabilities—enabling teams to remediate issues before launch decisions are finalized while maintaining Amazon's bias for action in experimentation. Key job responsibilities Measurement Framework Development Ownership Define and deliver the end-to-end strategy for measuring CX initiative impact on returns across 30+ departments. Own the roadmap for zero-lag predictive metrics that eliminate 45-day measurement delays, enabling real-time returns analysis in…