Sr. NPI Engineering Program Manager, Reverse Logistics; RL

Amazon Lab
126 is an inventive research and development company that designs and engineers high‑profile consumer electronics. Lab
126 began in 2004 as a subsidiary of , Inc., originally creating the best‑selling Kindle family of products. Since then, we have produced ground‑breaking devices like Fire tablets, Fire TV and Amazon Echo.

In this role, you will:

• Own the overall repair service cost‑model and changes to the cost‑model due to risk and plan of record changes.
• Define customer return screening and repair strategy for warranty and remorse returns.
• Develop repair processes and tooling (as needed) to support repair activities for a variety of products.
• Assure successful implementation into global and regional support strategies.
• Review and evaluate product designs for compliance with Design for Serviceability guidelines and standards.
• Provide tangible feedback based on results to improve product design features.
• Enhance field support productivity and effectiveness through improved hardware serviceability, driving opportunities into product design.
• Review HW designs during key build phases and ensure tooling and service solutions will meet requirements for product support, warranty costs and product launch schedule.
• Define spare part requirements and expected usage.
• Develop programs to reduce the need for new spare parts through refurbishment of previous used parts and for improvements on warranty costs.
• Develop repair processes for continued improvements on efficiency and reduced complexity in the operations.
• Travel required up to 20% (Domestic and International).
• Assess risk to service and repair customer offerings for new products beginning at concept.
• Enable closed‑loop feedback to design and product management.
• Identify opportunities to improve the design for serviceability and go‑to‑market (GTM) strategy for aftermarket support and pre‑owned sales of Amazon Devices.
• Measure cost of service against financial targets.

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 improvement opportunities to reduce overall service 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.

Amazon Devices Reverse Logistics owns global warranty and services for all Amazon Device products. The Reverse Supply Chain vision is to power the circular economy by giving consumer electronic products another chance to be loved.

• 7+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree
• Experience with feature delivery and tradeoffs of a product
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive‑level prioritization and planning
• Experience in using analytical tools, such as Tableau, Qlikview, Quick Sight
• Experience in building and driving adoption of new tools

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees,…