Strategic Partner Manager

Job Description

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.

We are seeking a motivated Account Manager to drive brand adoption and expansion of Amazon's Product Support (PLS) program across multiple marketplaces, across North America and Europe. This role will play a crucial part in helping brands enroll and optimize their product support offerings-spanning setup, troubleshooting, warranty services, replacement parts, trade-ins, and recycling solutions-to improve the customer experience, reduce returns, and enhance product sustainability.

The Account Manager will work closely with the Customer Insights Program (CIP) lead to prioritize target brands and products. With guidance from their local manager, they will partner with the Selling Partner Program (SIP) counter parts, Enrollment & Operations Program (EOP) counterparts, and collaborate with internal stakeholders team counterparts (AMs, VMs, CSMs, Sales Reps, and Marketing Teams) to execute outreach campaigns, drive enrollment, and increase coverage and quality of PLS.

Key job responsibilities
Brand Prioritization & Targeting
- Leverage insights from the CIP program to identify high-priority brands and products for PLS expansion.
- Analyze return trends, defect drivers, and customer engagement metrics to develop targeted outreach plans.

Brand Engagement & Awareness
- Partner with the SIP program lead to execute multi-channel brand engagement strategies, including email campaigns, webinars, training sessions, and one-on-one consultations.
- Educate brands on how to enroll and manage product support on Seller Central (SC) and Vendor Central (VC) using self-serve tools.
- Highlight the benefits of Amazon's AI assistant (Rufus), Get Product Support (GPS) button, and performance reporting in enhancing product support.
- Work closely with brands to co-develop sustainability solutions for extended product support beyond two years.

Stakeholder Collaboration
- Build strong relationships with AMs, VMs, CSMs, and Sales Teams to align PLS messaging across all touchpoints.
- Collaborate with internal teams to ensure smooth onboarding and support for brands needing deeper integration.

Performance Tracking & Reporting
- Monitor PLS enrollment trends and adoption rates across brands and marketplaces.
- Gather and synthesize Voice of Seller (VOS) insights to inform feature enhancements and drive continuous improvement.
- Provide regular reporting on brand engagement impact and adoption rates.

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

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