Program Manager I Opportunity Coverage Expansion WW RCX - Product Lifecycle Support
Program Manager I Opportunity Coverage Expansion 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) 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.
Amazons Product Lifecycle Support (PLS) team is seeking a resultsdriven Program Manager to lead initiatives focused on PLS Opportunity management and coverage enhancement. This role involves driving content annotation accuracy identifying gaps in PLS coverage and ensuring the scalability of Standard Operating Procedures (SOPs) to improve customer postpurchase experience.
Key job responsibilities
Lead PLS Opportunity Initiatives: Manage and scale projects that enhance postpurchase product support by optimizing annotations and machine learning (ML) calibrations.
Improve Annotation Accuracy: Oversee the quality of catalog annotations ensuring data accuracy for ML models that influence customer experience and return prevention.
Identify and Bridge PLS Coverage Gaps: Establish mechanisms to track PLS coverage across marketplaces identifying gaps and working with crossfunctional teams to improve visibility and support availability.
Develop and Standardize SOPs: Build scalable and repeatable processes for tracking and improving PLS coverage and opportunity management.
DataDriven Decision Making: Analyze customer engagement trends return reasons and catalog inconsistencies to drive actionable insights.
Stakeholder Collaboration: Work closely with Product ML Customer Support and Business teams to align priorities and integrate improvements into global workflows.
Monitor Key Metrics: Own and track KPIs related to PLS opportunity content quality and support coverage while continuously refining impact measurement frameworks.
2 years of program or project management experience
Bachelors degree or equivalent
Strong ability to analyze large datasets draw insights and implement databacked 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 crossfunctional teams.
Customerfirst mindset with a focus on improving postpurchase support and reducing avoidable returns.
Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document
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.
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.
Amazons Product Lifecycle Support (PLS) team is seeking a resultsdriven Program Manager to lead initiatives focused on PLS Opportunity management and coverage enhancement. This role involves driving content annotation accuracy identifying gaps in PLS coverage and ensuring the scalability of Standard Operating Procedures (SOPs) to improve customer postpurchase experience.
Key job responsibilities
Lead PLS Opportunity Initiatives: Manage and scale projects that enhance postpurchase product support by optimizing annotations and machine learning (ML) calibrations.
Improve Annotation Accuracy: Oversee the quality of catalog annotations ensuring data accuracy for ML models that influence customer experience and return prevention.
Identify and Bridge PLS Coverage Gaps: Establish mechanisms to track PLS coverage across marketplaces identifying gaps and working with crossfunctional teams to improve visibility and support availability.
Develop and Standardize SOPs: Build scalable and repeatable processes for tracking and improving PLS coverage and opportunity management.
DataDriven Decision Making: Analyze customer engagement trends return reasons and catalog inconsistencies to drive actionable insights.
Stakeholder Collaboration: Work closely with Product ML Customer Support and Business teams to align priorities and integrate improvements into global workflows.
Monitor Key Metrics: Own and track KPIs related to PLS opportunity content quality and support coverage while continuously refining impact measurement frameworks.
2 years of program or project management experience
Bachelors degree or equivalent
Strong ability to analyze large datasets draw insights and implement databacked 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 crossfunctional teams.
Customerfirst mindset with a focus on improving postpurchase support and reducing avoidable returns.
Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document
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
Key Skills
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