Customer Insights Manager I WW RCX - Product Lifecycle Support
Customer Insights Manager I WW RCX - Product Lifecycle Support
Posted on :
09-04-2025
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1 Vacancy
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Job Description
Amazons Product Lifecycle Support (PLS) team is looking for a highly driven and customerobsessed Manager Catalog to lead multiple initiatives aimed at enhancing postpurchase product support driving customer awareness and improving content effectiveness. This role requires a leader who can strategically manage and scale multiple workstreams develop customercentric solutions and work crossfunctionally 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 deepdive analysis of return reasons and catalog inconsistencies.
b. PostPurchase Content Quality Improvement Identify lowperforming support content analyze root causes for low engagement and develop scalable mechanisms to enhance content effectiveness and usability.
2. Own endtoend and strategy for these initiatives setting clear goals KPIs and impact metrics.
3. Develop a strong operational framework for process standardization ensuring highquality 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 decisionmaking.
5. Work crossfunctionally 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 postpurchase 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 processbuilding and operational 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 crossfunctional teams.
Customerobsessed mindset always striving to enhance postpurchase experience and reduce avoidable returns.
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 highperformance team in a fastpaced 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
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 deepdive analysis of return reasons and catalog inconsistencies.
b. PostPurchase Content Quality Improvement Identify lowperforming support content analyze root causes for low engagement and develop scalable mechanisms to enhance content effectiveness and usability.
2. Own endtoend and strategy for these initiatives setting clear goals KPIs and impact metrics.
3. Develop a strong operational framework for process standardization ensuring highquality 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 decisionmaking.
5. Work crossfunctionally 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 postpurchase 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 processbuilding and operational 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 crossfunctional teams.
Customerobsessed mindset always striving to enhance postpurchase experience and reduce avoidable returns.
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 highperformance team in a fastpaced 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
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