Job Information
Amazon Head of Customer Repair, EU After Market Services in Luxembourg, Luxembourg
Description
Are you passionate about driving positive change and making a real difference towards sustainability? Would you like to transform the way our customers access repair services for their defective products? Do you have a proven track record in leading teams to deliver significantly complex product and program management initiatives? We're looking for a Senior Manager to lead our EU Customer Repair business and drive its expansion through onboarding brands and repairers and delivering key product and CX improvements in partnership with a dedicated Repair Tech team and the EU Customer Services team.
At After Market Services (AMS), we aspire to Zero Defects that guide customers to return, Zero Costs associated with returns, and Zero Waste generated from returned products. As Head of the Customer Repair business you will guide a team of product and vendor managers to expand our innovative Warranty Repair service enabling more customers and brands to benefit from it, while also improving CX, brand experience and repair vendor experience. Success will unlock large-scale customer, financial and sustainability impact. It offers high visibility to senior stakeholders across Retail, Retail Vendors, Repair Service Providers, 3P, CS, Legal and Tech. The position will be based in any of AMS’ EU locations (London, Luxembourg, Munich or Madrid).
To excel in this position, you must demonstrate an ability to translate customer insights and compliance requirements into actionable product and program roadmaps, adeptness at navigating ambiguity, and the ability to engage diverse stakeholders to deliver a plan. Experience of external negotiations, product management, and setting a vision and aligning teams behind it will be key to enabling success.
Key job responsibilities
Define the vision and strategy for the Customer Repair business
Develop tech and program roadmaps to deliver the Customer Repair vision
Present performance and growth plans to senior leadership, earning trust and support for your team’s initiatives
Leverage customer, brand and repair provider insights to continuously optimize the customer repair experience
Implement mechanisms to ensure delivery of Customer Repair input and output goals
Hire and develop a high-performing team
We are open to hiring candidates to work out of one of the following locations:
Luxembourg, LUX
Basic Qualifications
10+ years of experience in commercial negotiations, business development, and/or product management
Proven track record of driving complex, cross-functional initiatives from ideation to execution
Strong analytical skills to use data and metrics to inform decisions and recommendations
Excellent inter-personal, communication and influencing skills to collaborate with diverse stakeholders
Ability to thrive in a fast-paced, ambiguous environment and deliver results
Team leadership skills to hire, support and develop a high performing team
Preferred Qualifications
Experience in after-sales service, warranty management, or reverse logistics programs
Technical expertise in building and scaling digital B2C services or B2B products
Experience leading external negotiations
Experience working on legal and compliance related topics
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