Description

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world.

The Customer Engagement Technology (CET) organization powers CS by developing elegant Customer and Customer Service Associate (CSA) facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers’ issues using our associate facing products powered through human centered design.

Our team is looking for a talented and experienced Senior Product Manager Technical to work across CET Technical Development, Operations, UX Design, CS Business Verticals (e.g. Digital Devices, Shipping and Delivery Services) and other Amazon teams to improve customer and associate product experiences. Specifically, you will be continuously re-thinking and innovating Amazon’s Customer Service experiences, identifying and prioritizing use cases, designing elegant and effective customer journeys, and optimizing the seamless integration with text and voice bot solutions and real-time language translations.

A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.

Key job responsibilities

• A successful candidate will be an effective communicator and has demonstrated the ability to earn the confidence of stakeholders across a cross-functional team.

• Candidate should be customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams.

• Ideal candidate should have a strong bias toward data-driven decision making, and an innate ability to comprehend how metrics relate to business problems and with each other.

• Successful candidate will be willing to experiment, fail fast, learn and iterate to improve. You will also be responsible to recognize and account for the implications of your work to frontline operations.

• Responsibilities will also include measuring and analyzing existing products for opportunities to innovate and improve.

A day in the life

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

• Bachelor's degree

• Experience owning/driving roadmap strategy and definition

• Experience with feature delivery and tradeoffs of a product

• 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

Preferred Qualifications

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

• Experience in building and driving adoption of new tools

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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.