Data Operations & Process Improvement Specialist, 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 highly motivated Process Improvement & Reporting Specialist to drive automated reporting, data pipeline optimization, and metric-driven insights. This role will be critical in identifying coverage gaps, quality gaps, and delivering actionable data to help leadership make key business decisions.
You will partner closely with cross-functional teams, including Product, Operations, and Tech, to develop scalable solutions that enhance visibility into PLS program performance across regions. The ideal candidate will have a passion for process improvement, a keen eye for detail, and a data-driven approach to problem-solving.
Key job responsibilities
• Build and automate reporting pipelines to track PLS coverage gaps, content quality gaps, and other key business metrics.
• Develop and maintain dashboards and self-service reporting tools to provide stakeholders with real-time insights.
• Analyze data to identify trends and areas of improvement in coverage, content quality, and seller enrollment performance.
• Partner with Ops, Product, and Tech teams to design and implement scalable data solutions.
• Create SOPs and documentation for processes and reporting mechanisms to ensure consistency and reliability.
• Support the 3YP (Three-Year Plan) by providing timely and accurate data to inform strategic decisions.
• Continuously improve data collection, validation, and reporting processes to ensure data accuracy and integrity.
• Work with international teams to support EU and US PLS coverage parity goals.
BASIC QUALIFICATIONS
• 2+ YOE in reporting, data analytics, or process improvement roles.
• Strong proficiency in SQL and Excel (pivot tables, v-lookups, advanced formulas).
• Experience building and maintaining automated reporting pipelines and dashboards (e.g., QuickSight, Tableau, or similar).
• Analytical mindset with the ability to translate data into actionable insights.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and a high level of ownership.
• Ability to work in a fast-paced, ambiguous environment.
PREFERRED QUALIFICATIONS
• Experience working in content quality, product lifecycle management, or seller support domains.
• Knowledge of AWS tools (Redshift, S3, Athena) and ETL pipelines.
• Experience with process improvement methodologies (Lean, Six Sigma).
• Familiarity with EU and US retail or seller ecosystems.
• Previous experience supporting cross-functional global teams.
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