Sr Mgr NPI Engineering Prog Mgr, Amazon Devices Reverse Logistics
Job summaryCreate and own the strategy for customer warranty and returns services for Amazon's newest and most innovative products.
Lead a team of Engineering Program Managers and Product Program Managers as they launch NPI program support, globally.
Influence product management on the customer facing support of each product, while also driving serviceability improvements into product design to increase recovery and limit waste of devices.
Working with the newest, and often most complex programs, in Amazon Devices creates an opportunity to develop new service models and experiment with service and repair options for product categories new to Amazon Devices.
As a Sr Manager NPI Engineering Program Manager , you are responsible for defining the customer facing and internal strategy to support product returns and service solutions for screening, repair, and repurposed use of returned Amazon Devices.
Your team, through your leadership, will have complete responsibility for product strategy as well as continually improving customer returns experience and total cost of returns.
This includes evaluation of product design, customer use cases, and internal service capabilities in partnership with finance leaders to assess risks and opportunities of current and potentially new return services.
As a technical Hardware leader, you will develop processes for dis-assembly, assembly, spare parts reclamation, and development of tooling solutions to facilitate service operations throughout global Reverse Logistics networks and third-party partner locations.
This includes defining, developing, deploying, and sustaining hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products.
As the strategic and cost owner for repair and refurbishment you will drive product design improvements enabling more efficient recovery of value through pre-owned sales and recycling.
With responsibility for our first-generation programs, you must be able to navigate ambiguity to identify long term strategic initiatives for service support of future generations of the product, while launching critical solutions for the success of the initial product service launch.
In this role, you will also:
Define customer return screening and repair strategy for warranty and remorse returnsAssure successful implementation into global and regional support strategiesCreate Design for Serviceability guidelines for new product families, then evaluate product designs for compliance and/or continuous improvementReview HW designs during key build phases and ensure tooling and service solutions will meet requirements for product support, warranty costs and product launch scheduleAssess risk to existing service and repair customer offerings for new products beginning at conceptIdentify opportunities to improve the design for serviceability and go to market (GTM) strategy for aftermarket support and pre-owned sales of Amazon DevicesKey job responsibilitiesDefine and ensure the customer experience for product warranty and returns.
Influence and drive improvement overall service cost and customer satisfaction.
Create the total cost of repair to support product returns.
Enable the team's ability to scale for support of increasing product categories and total sales volumes.
Define regional support for each of the global product sales channels.
Lead the Reverse Logistics organization through break-even and return on investment decisions for returns and services.
Work cross-functionally with engineering, product, quality, operations, and go-to-market teams to ensure returns readiness.
About the teamThe Amazon Devices Reverse Logistics organization is a stand alone operations organization supporting all facets of operations, including engineering, supply chain, forecast/planning, and operations management.
The team's support of global returns across all product categories allows the team to work autonomously to provide the most cost-effective customer experience for product returns and warranty services.
The organization's mission is:
In order to achieve this vision, the RL team's mission is to delight consumer electronic customers worldwide by offering an OEM returns experience that delivers maximum margin recovery through flexible, world-class products & services.
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Estimated Salary: $20 to $28 per hour based on qualifications.
Lead a team of Engineering Program Managers and Product Program Managers as they launch NPI program support, globally.
Influence product management on the customer facing support of each product, while also driving serviceability improvements into product design to increase recovery and limit waste of devices.
Working with the newest, and often most complex programs, in Amazon Devices creates an opportunity to develop new service models and experiment with service and repair options for product categories new to Amazon Devices.
As a Sr Manager NPI Engineering Program Manager , you are responsible for defining the customer facing and internal strategy to support product returns and service solutions for screening, repair, and repurposed use of returned Amazon Devices.
Your team, through your leadership, will have complete responsibility for product strategy as well as continually improving customer returns experience and total cost of returns.
This includes evaluation of product design, customer use cases, and internal service capabilities in partnership with finance leaders to assess risks and opportunities of current and potentially new return services.
As a technical Hardware leader, you will develop processes for dis-assembly, assembly, spare parts reclamation, and development of tooling solutions to facilitate service operations throughout global Reverse Logistics networks and third-party partner locations.
This includes defining, developing, deploying, and sustaining hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products.
As the strategic and cost owner for repair and refurbishment you will drive product design improvements enabling more efficient recovery of value through pre-owned sales and recycling.
With responsibility for our first-generation programs, you must be able to navigate ambiguity to identify long term strategic initiatives for service support of future generations of the product, while launching critical solutions for the success of the initial product service launch.
In this role, you will also:
Define customer return screening and repair strategy for warranty and remorse returnsAssure successful implementation into global and regional support strategiesCreate Design for Serviceability guidelines for new product families, then evaluate product designs for compliance and/or continuous improvementReview HW designs during key build phases and ensure tooling and service solutions will meet requirements for product support, warranty costs and product launch scheduleAssess risk to existing service and repair customer offerings for new products beginning at conceptIdentify opportunities to improve the design for serviceability and go to market (GTM) strategy for aftermarket support and pre-owned sales of Amazon DevicesKey job responsibilitiesDefine and ensure the customer experience for product warranty and returns.
Influence and drive improvement overall service cost and customer satisfaction.
Create the total cost of repair to support product returns.
Enable the team's ability to scale for support of increasing product categories and total sales volumes.
Define regional support for each of the global product sales channels.
Lead the Reverse Logistics organization through break-even and return on investment decisions for returns and services.
Work cross-functionally with engineering, product, quality, operations, and go-to-market teams to ensure returns readiness.
About the teamThe Amazon Devices Reverse Logistics organization is a stand alone operations organization supporting all facets of operations, including engineering, supply chain, forecast/planning, and operations management.
The team's support of global returns across all product categories allows the team to work autonomously to provide the most cost-effective customer experience for product returns and warranty services.
The organization's mission is:
In order to achieve this vision, the RL team's mission is to delight consumer electronic customers worldwide by offering an OEM returns experience that delivers maximum margin recovery through flexible, world-class products & services.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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