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 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 post-purchase experience.
Key job responsibilities
• Lead PLS Opportunity Initiatives: Manage and scale projects that enhance post-purchase 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 cross-functional 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.
• Data-Driven 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
- 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.
- 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
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