The Role:

As a Engineering Program Manager within the Hardware Service Engineering team you are responsible for defining the customer facing and internal strategy for the warranty and returns services of a new complex product. In addition to creating the overall returns service strategy, the role owns development of technical processes for dis-assembly, assembly, spare parts reclamation, and development of tooling solutions to facilitate service operations.

This includes defining, developing, deploying and sustaining hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products. The role will be expected to use program management experience to share the overall strategy, gain cross-functional support, and hold stakeholders accountable to the overall Reverse Logistics NPI strategy.

In this role, you will:

1. Conduct detailed technical review and assessment of hardware designs at different product development phases, and drive design-for-serviceability (DFS) decisions during product concept and architecture phases that ensure component accessibility, modular assembly, and repair-friendly layouts to optimize serviceability outcomes.

2. Provide actionable, engineering-driven feedback on hardware design features during product development with a focus on design-for-serviceability (DFS).

3. Own the repair service cost-model, making appropriate trade-offs to optimize cost and quality

4. Own defining customer return screening and repair strategy for warranty and remorse returns

5. Design and develop customer return screening and repair processes that optimize cost and product recovery

6. Apply Design of Experiment (DOE) methods to design and launch repeatable and reliable repair processes

7. Own defining and delivering key end customer facing outputs including customer facing repair documentation, repair service offerings, and spare parts offerings.

8. Partner with suppliers and manufacturers to validate that tooling, test fixtures, and service solutions align with product support requirements, warranty cost targets, and product launch schedules.

9. Develop programs to reduce the need for new spare parts through refurbishment of previous used parts and for improvements on warranty costs

10. Develop repair processes for continued improvements on efficiency and reduced complexity in the operations

11. Travel Required up to 20% (Domestic and International)

Key job responsibilities
• Assess risk to service and repair customer offerings for new products beginning at concept.
• Enable closed loop feedback to product design and product management.
• Identify opportunities to improve the design for serviceability, design for repairability and go to market (GTM) strategy for aftermarket support and pre-owned sales of Amazon Devices.
• Measure cost of service and repair against financial targets.

A day in the life

As the overall owner of the NPI process within Reverse Logistics, on a daily basis, you will work with a broad cross-functional team responsible for launching some of our most complex products. Your day will likely begin with updates from the European and Asian stakeholders for product launch. Then you will focus on documenting the plan of record for service and repair, with special focus on identifying serviceability and repairability improvement opportunities to reduce overall service and repair costs. Using your knowledge of repair processes you will submit requests for design changes to product design. To end your day you will work with product management, customer service, and SW tech teams to scope new customer facing service offerings required for the new Amazon product.

BASIC QUALIFICATIONS

- 5+ years of customer-facing product development and product management, including defining, launching, and optimizing product and services experience

PREFERRED QUALIFICATIONS

- Experience leading cross-functional teams to deliver products and online services on tight deadlines

- Experience with end to end product delivery

- Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage

- Experience in Reverse Logistics, Service Engineering, Product Design or Manufacturing Tooling and Process Development.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Sunnyvale - 148,600.00 - 201,100.00 USD annually