Catalog Specialist II Customer Insights and Content Optimization WW RCX - Product Lifecycle Support

Amazons Product Lifecycle Support (PLS) offers relevant postpurchase product support to customers and empowers them to make the most of the products purchased on Amazon. By solving postpurchase 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 endoflife options such as tradein resell refill recycle donate etc. available up to 2 years 7 help yourself by watching stepbystep video instructions provided by the brand and 8 help yourself by following stepbystep instructions provided by the brand.

The Product Lifecycle Support (PLS) team at Amazon is seeking a Catalog Specialist II to drive customer awareness and insights initiatives. PLS provides relevant postpurchase product support helping customers maximize their purchases while preventing avoidable returns. This role focuses on increasing customer awareness through strategic content initiatives across various online marketing platforms.
We are looking for a highly customerobsessed individual with strong ownership analytical skills and marketing collaboration experience.

Key job responsibilities
Develop and execute PLS content strategies to increase customer awareness on YouTube Reddit and other online marketing platforms.
Collaborate with internal teams to launch and track awareness campaigns ensuring content effectiveness.
Identify highimpact product types and develop targeted educational content to help customers make informed postpurchase decisions.
Conduct customer surveys and research to gather insights that drive content improvements.
Work closely with marketing and social media teams to align messaging and outreach strategies.
Ensure availability during the first half of PST working hours to actively engage in business forums contribute to key discussions and influence critical decisionmaking.
Organize and support webinars and customer engagement events to increase awareness of PLS services.
Track success metrics for customer awareness initiatives using data to measure impact and refine strategies.
Utilize Excel and SQL to analyze customer engagement data extract insights and drive decisionmaking.
Develop scalable SOPs for content creation and distribution across various customer channels.

1 years of program or project management experience
Knowledge of SQL and Advanced Excel (Array and Statistical formulas)
Experience using data to influence business decisions

Knowledge of analytics & statistical tools such as SAS PowerBI SQL & ETL DW concepts
Knowledge of visualization tools such as Tableau Datazen SSRS
Experience back office operations escalation management and troubleshooting environments
Ability to analyze customer trends and engagement data to inform strategy.
Strong communication and stakeholder management skills to collaborate across teams.
Prior experience working with marketing/social media teams.
Background in conducting customer research surveys and deriving actionable insights.
Experience in tracking and optimizing digital content performance.
Understanding of customer education strategies and engagement models.

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