Customer Insights Manager

Description

Amazon's Product Lifecycle Support (PLS) team is looking for a highly driven and customer-obsessed Manager, Catalog to lead multiple initiatives aimed at enhancing post-purchase product support, driving customer awareness, and improving content effectiveness. This role requires a leader who can strategically manage and scale multiple workstreams, develop customer-centric solutions, and work cross-functionally to reduce avoidable returns while improving customer experience.

Key job responsibilities

• Lead and manage three critical PLS workstreams:
• Annotations & ML Calibrations Oversee the quality and accuracy of catalog data annotations to improve machine learning models, ensuring deep-dive analysis of return reasons and catalog inconsistencies.
• Post-Purchase Content Quality Improvement Identify low-performing support content, analyze root causes for low engagement, and develop scalable mechanisms to enhance content effectiveness and usability.
• Own end-to-end execution and strategy for these initiatives, setting clear goals, KPIs, and impact metrics.
• Develop a strong operational framework for process standardization, ensuring high-quality SOPs are built for ambiguous and evolving processes.
• Ensure availability during the first half of PST working hours to actively engage in business forums, contribute to key discussions, and influence critical decision-making.
• Work cross-functionally with Product, Marketing, Machine Learning, Customer Support, and Business Teams to align on priorities and drive impactful changes.
• Leverage data insights from return reasons, customer reviews, and post-purchase engagement trends to improve content and catalog accuracy.
• Identify automation opportunities to improve efficiency in annotation calibration, content evaluation, and customer insights generation.
• Manage and mentor a team of Catalog Specialists, driving performance, development, and stakeholder engagement.

Basic Qualifications

• 2+ years of program or project management experience
• 2+ years of team management experience
• Experience leading process improvements
• Strong process-building and operational execution 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 cross-functional teams.
• Customer-obsessed mindset, always striving to enhance post-purchase experience and reduce avoidable returns.

Preferred Qualifications

• 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 high-performance team in a fast-paced environment.