Customer Retention Lead, Amazon Leo

Key job responsibilities

• Develop and execute the end-to-end retention and churn prevention strategy, deploying predictive churn indicators to identify at-risk subscribers and match them to the right interventions
• Define and manage retention offers, eligibility gating, and distribution plans to ensure interventions reach the right customers at the right time
• Build and optimize save programs across inbound (CS-assisted) and outbound (automated) channels, measuring intervention effectiveness through A/B testing and holdout groups
• Track and report on subscriber retention and churn trends, business performance, variance to plan, and corrective actions as part of weekly, monthly, and quarterly business reviews
• Own the bottom-up churn forecast for long-range business planning cycles and near-term operational requirements
• Partner with Data Science and Analytics teams to develop and optimize churn prediction models
• Analyze and leverage customer data and behavioral signals to identify leading indicators of churn, inform intervention timing, and present detailed business cases for new retention investments to executive leadership
• Deliver insightful business analyses, financial models, and comprehensive, written strategy documents quantifying the contribution profit impact of churn reduction initiatives
• Partner with Product & Engineering teams to define tooling requirements for retention offer distribution and eligibility gating, influencing the product roadmap to reduce manual operational burden

Export Control Requirement

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Basic Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience owning technology products
• 5+ years of customer lifecycle or subscriber base management

Preferred Qualifications

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders