Customer Insights Manager I, WW RCX - Product Lifecycle Support
Amazon
5 - 10 years
Hyderabad
Posted: 01/04/2025
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.
Basic Qualifications
- 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.
Preferred Qualifications
- Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets
- Experience working with machine learning calibration, catalog annotation, or customer insights programs.
- Exposure to content marketing, customer engagement strategies, and social media platforms.
- Background in process automation and business intelligence tools.
- Prior experience managing a high
- performance team in a fast
- paced environment.
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how
- we
- hire/accommodations for more information.
If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
About Company
Amazon is a multinational technology and e-commerce company founded by Jeff Bezos in 1994. Initially focused on selling books online, it quickly expanded into a broad range of products and services, including electronics, cloud computing (via Amazon Web Services), streaming, and artificial intelligence. Amazon has revolutionized online shopping with fast delivery, personalized recommendations, and a subscription service called Amazon Prime. It is one of the world's largest and most valuable companies, with a significant impact on retail, technology, and logistics.
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