Program Manager I – Product Lifecycle Support (PLS), WWRR RCX - Product Lifecycle Support

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

DESCRIPTION :

Amazon's Product Lifecycle Support (PLS) offers relevant post-purchase product support to customers, and empowers them to make the most of the products purchased on Amazon. By solving post-purchase product issues, we prevent avoidable returns and help the planet by extending the life of products, thereby generating positive financial and environmental impacts.

PLS first launched in Q4 2015 featuring a warranty repair option for Samsung laptops surfaced during the returns process in the Online Return Center (ORC). Since then, PLS has grown substantially, and now offers customers eight product support options - (1) Live call & chat with Amazon product support agent available up to 6 months, (2) Live call & chat with the brand product support agent available up to 2 years, (3) contact the manufacturer yourself by accessing brand phone number and / support website available up to 2 years, (4) access free warranty repair services available up to 2 years, (5) accessing free replacement parts available until return window, (6) access other sustainable end-of-life options such as trade-in, resell, refill, recycle, donate etc. available up to 2 years, (7) help yourself by watching step-by-step video instructions provided by the brand, and (8) help yourself by following step-by-step instructions provided by the brand.

Amazon's Product Lifecycle Support (PLS) team is seeking a results-driven Program Manager to lead initiatives that enhance the quality of customer support through the PLS Replacement Parts Program. This role requires close collaboration with Product, Technology, Operations, and Partnering teams to identify challenges, develop solutions, and improve support efficiency and reliability. You will be responsible for forecasting enrollments and tracking key performance metrics like SLAs, providing partners with the insights needed for effective planning. Additionally, you will build and maintain strong feedback loops between Partnership and PLS business teams to drive product and operational improvements based on customer and partner input. As the central coordinator, you will align stakeholders, lead cross-functional collaboration, and implement scalable solutions that boost operational efficiency and customer satisfaction. Success in this role demands a proactive, data-driven mindset and excellent communication skills to influence teams and deliver measurable, lasting improvements in support quality

Key job responsibilities

Work with teams to improve support quality and streamline processes.

Help forecast enrollments, track SLAs, and resolve issues.

Maintain feedback channels to drive improvements.

Identify problems and create data-driven solutions.

Use data to monitor performance and guide leadership decisions.

BASIC QUALIFICATIONS :

• 2+ years of program or project management experience
• Bachelor's degree or equivalent
• Strong ability to analyze large datasets, draw insights, and implement data-backed decisions.
• Experience developing and optimizing standard operating procedures (SOPs).
• Proficiency in SQL, Excel, and data visualization tools to track and measure program impact.
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams.
• Customer-first mindset with a focus on improving post-purchase support and reducing avoidable returns.

PREFERRED QUALIFICATIONS :

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