Sr. Product Manager - Tech, Amazon Customer Service

Amazon • Seattle, WA

3d • $151,200 - $204,600 • Onsite

About The Position

Amazon's Customer Service (CS) team is a vital part of its mission to be 'Earth's most customer-centric company'. The Customer Facing Solutions (CFS) organization supports CS by developing global customer-facing products that offer self-service and automation solutions. This role focuses on the Sr. Product Manager – Tech CS Homepage Experience, aiming to redefine customer engagement with the Customer Service Homepage and support access through intuitive touch experiences. The position is specifically seeking a Sr. Product Manager - Tech to lead the customer-facing chat experience, defining strategies for customer discovery, intent, and resolution paths to enable world-class automation of CS experiences. The goal is to bring to life the vision for Amazon's CS chatbot by leading a cross-functional technical team to build innovative solutions for effortless customer issue resolution globally within a cohesive interaction. The product owner will prioritize key capabilities, define customer experience requirements, and build the launch plan for global expansion.

Requirements

• 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

Nice To Haves

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

Responsibilities

• Define strategies for customer discovery, intent, and resolution paths that deliver a world-class, delightful chat experience with customers.
• Partner with CS Technical Development, Operations, Machine Learning, UX Design, CS Business Verticals (Digital, Shipping and Delivery Services), and other Amazon teams to define the intersection points where we choose to hand off to a human.
• Define and prioritize the key feature sets to build LLM-based solutions that enable a high-quality, automated experience.
• Collaborate with cross-functional teams including software development engineers, machine learning scientists, data scientists, UX designers, and researchers to create, execute, and iterate on customer experiences.

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