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.<...