Senior Product Manager, Amazon Customer Service

Amazon • Seattle, WA

2d • $136,000 - $184,100 • Onsite

About The Position

We are seeking a Senior Product Manager to drive the Customer Service Perception Framework, a critical measurement for driving investment and capturing delight across several teams in our organization. An ideal candidate will have experience leading high-impact strategic initiatives, background in tech product management, fluency in analytics, and experience building and launching products. This role is inherently cross-functional - you will work extensively within Customer Service across product, tech, operations, program, and science teams. The successful candidate will be an independent thinker, be able to communicate persuasively, and comes with a strong bias to get things done. This role will be a good fit if you are a builder who thrives under the responsibility of creating product vision, tech execution, large-scale organizational impact, and an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast, learning, and building again - as this is a new space that will require rapid prototyping to get things "right".

Requirements

• 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 with end to end product delivery
• Experience with feature delivery and tradeoffs of a product

Nice To Haves

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

Responsibilities

• Own the end-to-end product lifecycle for Customer Service Perception Framework, from vision and strategy through requirements definition, development, roadmap planning, design, launch, adoption, governance, and continuous improvement.
• Build and manage a perception index to ensure partner teams are addressing the most critical pain points
• Partner with tech and product teams across Amazon stores to drive scalable, secure, and reliable solutions that enhance Amazon's Customer Service brand.
• Own the roadmap for existing customer experience products, driving adoption and evolution.
• Influence downstream product partners where we do not directly own the technology to ensure we are launching experiences that are accretive to the brand.
• Define and track metrics to measure product success, including analytics integration, financial impact, and customer satisfaction impact.

Benefits

• sign-on payments
• restricted stock units (RSUs)
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree