Amazon

Customer Insights Manager I, WW RCX - Product Lifecycle Support

Posted On

March 26, 2025

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Supply Chain/Transportation Management

Apply By

April 22, 2025

Job Description

Amazon’s Product Lifecycle Support (PLS) team is looking for a highly driven and customer-obsessed Manager, Catalog to lead multiple initiatives aimed at enhancing post-purchase product support, driving customer awareness, and improving content effectiveness. This role requires a leader who can strategically manage and scale multiple workstreams, develop customer-centric solutions, and work cross-functionally to reduce avoidable returns while improving customer experience.

Key job responsibilities
1. Lead and manage three critical PLS workstreams:
a. Annotations & ML Calibrations – Oversee the quality and accuracy of catalog data annotations to improve machine learning models, ensuring deep-dive analysis of return reasons and catalog inconsistencies.
b. Post-Purchase Content Quality Improvement – Identify low-performing support content, analyze root causes for low engagement, and develop scalable mechanisms to enhance content effectiveness and usability.
2. Own end-to-end execution and strategy for these initiatives, setting clear goals, KPIs, and impact metrics.
3. Develop a strong operational framework for process standardization, ensuring high-quality SOPs are built for ambiguous and evolving processes.
4. Ensure availability during the first half of PST working hours to actively engage in business forums, contribute to key discussions, and influence critical decision-making.
5. Work cross-functionally with Product, Marketing, Machine Learning, Customer Support, and Business Teams to align on priorities and drive impactful changes.
6. Leverage data insights from return reasons, customer reviews, and post-purchase engagement trends to improve content and catalog accuracy.
7. Identify automation opportunities to improve efficiency in annotation calibration, content evaluation, and customer insights generation.
8. Manage and mentor a team of Catalog Specialists, driving performance, development, and stakeholder engagement.

- 2+ years of program or project management experience
- 2+ years of team management experience
- Experience leading process improvements
- Strong process-building and operational execution skills, with experience in standardizing workflows and creating scalable mechanisms.
- Proficiency in SQL and Excel (advanced formulas, automation, data visualization).
- Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams.
- Customer-obsessed mindset, always striving to enhance post-purchase experience and reduce avoidable returns.

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