Description

Amazon’s mission is to be Earth’s most customer-centric company, and our award-winning Customer Service (CS) Customer Engagement Technology (CET) organization is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSA) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 22 languages.

CET powers CS by developing cloud-based contact center products. Our contact center technology is used by CSAs around the world to power millions of customer conversations.

The Contact Center Management Solution Team within CET is looking for a Senior Product Manager - Technical to define and execute our roadmap for customer service call center management products.

This role will work across CS Technical Development, AWS Technical Development, Operations, and retail business verticals.

Specifically, you will be identifying and prioritizing features required to scale CS global call center management products on a cloud-based infrastructure, allowing CSAs to handle customer contacts anywhere in the world.

You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS.

A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, and has experience managing complex business challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment, fail fast, learn and iterate to improve. You understand and account for the implications of your work to frontline operations.

Key job responsibilities

• Lead Product Definition: Own and drive the customer working backwards strategy, tenets, long-term goals and working backwards documents including customer and market feedback, competitive analysis and business metrics to inform direction.

• Define Product Vision: Including future roadmap, investment, innovation and experimentation.

• Lead Technology Vision: Work with technology teams to align development with product roadmap.

• Lead Product Launch: Own the GTM plan to deliver results that ensure the customer and business goals are met in operational launch plans.

• Lead Product Operations: Including monitoring and response to customer feedback, continuous product improvement and business growth.

• Lead interaction with Cross Functional Teams: Including working closing with high-energy team consisting of Engineers and Program Managers and executive leadership, making tradeoffs based on customer requirements, QA/testing of the product.

A day in the life

You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.

Basic Qualifications

• 5+ years of technical product management experience

• Bachelor's degree or equivalent

• Ability to communicate both business and technical topics to stakeholders and customers

• Experience owning/driving roadmap strategy and definition

• Experience with end to end product delivery

• Demonstrated solid judgment and effective communication skills. Ability to see the big picture, while navigating technology and partner development decisions and trade-offs

• Experience with contributing to engineering discussions around technology decisions and strategy related to a product

Preferred Qualifications

• Experience in influencing senior leadership through data driven insights

• Master's degree or equivalent

• Demonstrated solid judgment and effective communication skills. Ability to see the big picture, while navigating technology and partner development decisions and trade-offs

• Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment

• Experience in managing products for Customer Service and Contact Center Management

• Experience in AWS and/or cloud computing

• Experience in building products leveraging Machine Learning (ML) and Artificial Intelligence (AI) technologies

• Experience with agile methodologies

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.