Head of Customer Repair, EU After Market Services

• 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

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? Were 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

• 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

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.