Catalog Specialist II – Customer Insights and Content Optimization , WW RCX - Product Lifecycle Support
DESCRIPTION
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.
The Product Lifecycle Support (PLS) team at Amazon is seeking a Catalog Specialist II to drive customer awareness and insights initiatives. PLS provides relevant post-purchase 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 customer-obsessed 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 high-impact product types and develop targeted educational content to help customers make informed post-purchase 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 decision-making.
• 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 decision-making.
• Develop scalable SOPs for content creation and distribution across various customer channels.
BASIC QUALIFICATIONS
- 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
PREFERRED QUALIFICATIONS
- 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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