Senior Product Manager Technical, Amazon Customer Service

Amazon • Seattle, WA

8d • $151,200 - $204,600 • Onsite

About The Position

Amazon’s Customer Service (CS) organization is essential to the company’s mission of being Earth’s most customer-centric company. CS is one of the largest customer service organizations globally, with tens of thousands of Customer Service Associates (CSAs) providing world-class support 24/7 in over 22 languages. The Network Solutions org within CS is focused on inventing the service network of the future, anticipating needs and adapting in real-time to create effortless and personalized customer experiences that redefine the customer service operating model at scale. The Journey Management (JM) Team within Network Solutions is seeking a Senior Product Manager Technical (PMT) to define and execute the roadmap for customer service call center management products. This role will collaborate across CS Technical Development, AWS Technical Development, Operations, and retail business verticals.

Requirements

• Bachelor's degree
• 3+ years of technical product or program management experience
• 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

Nice To Haves

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience in building and driving adoption of new tools

Responsibilities

• Communicate effectively across cross-functional teams, earning trust with stakeholders at all levels
• Drive data-informed decision making, leveraging metrics to identify, frame, and solve complex business challenges
• Champion customer obsession by navigating and synthesizing requirements from multiple business teams
• Demonstrate a strong bias for action — willing to experiment, fail fast, learn, and iterate to improve outcomes
• Understand how metrics relate to business problems and to each other, translating data into actionable insights
• Account for the downstream implications of decisions on frontline operations
• Roll up sleeves to get hands-on with ambiguous or complex requirements across the organization
• Identify and prioritize features required to scale CS global call center management products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers.
• 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.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior