Account Manager, Value Added Services

Amazon India's Value Added Services (VAS) team is seeking an Account Manager to own day-to-day fulfillment and loss management for the Exchange & Buyback program across our delivery network. In this role, you will work closely with last-mile operations, delivery service partners, and internal stakeholders to ensure seamless reverse pickup execution, minimize operational losses, and drive network-level performance improvements. You will sit at the intersection of operations, analytics, and partner management — owning ground-level execution for one of Amazon India's highest-growth attach-rate programs across AMZL, eDSP, and Maestro fleets. Key job responsibilities Fulfilment & Network Management: Own end-to-end reverse pickup execution for Exchange and Buyback orders across the assigned fleet and geography. Monitor and drive key operational metrics (DSR, CPU, reschedule rates, false scan rates), conduct station and DA-level performance reviews, initiate corrective action for outlier stations, and manage pincode-level serviceability decisions. Coordinate with SAR and capacity teams to optimize route load and shipment assignments. Loss Management & Defect Reduction: Track and reduce operational losses (missing units, damaged devices, grade discrepancy, recovery defects). Conduct root cause analysis using data, transcripts, and on-ground audits, and implement loss-prevention SOPs (penalty frameworks, three-strike policies, GPS validation). Drive station compliance on buyback SOPs. Partner & Stakeholder Management: Work with DSP partners (Maestro/eDSP) on performance improvement, SLA adherence, and defect resolution. Coordinate with CS Analytics and BD teams on contact tagging accuracy and CPU attribution, and partner with Product and Tech teams on tool improvements. Analytics & Reporting: Build weekly and monthly dashboards, prepare deep-dive documents, and use AI/transcript-based mechanisms to validate SIC node accuracy. Process Improvement & Scaling: Implement improvements to reduce contacts and losses, support new program launches, and create reusable playbooks and SOPs for station teams.

VAS team's mission is to build trust with product purchase on A.in through a portfolio of services across categories. This team interacts with multiple internal stakeholder teams and external partners to offer product-attached services to India customers. Business Development managers interact with category and external partner teams to constantly raise customer experience bar. In VAS team, Business Managers are expected to own initiatives that improve revenue streams and reduce wastage and costs.