Sr. Product Manager - Technical, Amazon Customer Service

Amazon • Seattle, WA

32d

About The Position

Amazon's Customer Experience Improvement (CXI Tech) team is looking for an experienced and highly motivated Senior Product Manager - Technical to re-define the way we detect and resolve defects. CXI Tech owns ARCADE, a multi-tenant defect elimination system designed to leverage AI to eliminate root causes of systemic customer defects in near-real-time. It supports Andon Cord, the foundational Amazon customer obsession mechanism established by Jeff Bezos. We seek to identify and eliminate unsatisfactory purchasing experiences that may cause customers to return items or not return to Amazon. This role requires you to re-imagine the way we leverage customer interactions/feedback for defect identification and the actions we take for reliable downstream defect resolution for an improved customer experience throughout the consumer business. We work with a dedicated team of scientists, engineers, analysts, program managers, and stakeholders including Retail partners and defect elimination specialists.

Candidates for this role have a track record of moving seamlessly between defining an ambitious, customer-centric, north star vision and working tactically to test, iterate, and deliver the right solutions. They ground their product vision in research, experimentation, and data analysis. They have strong business acumen, analytical skills, and comfort working with large, complex data sets. They are persistent in seeking answers to hard problems and developing multifaceted solutions. They balance being scrappy and frugal with maintaining the highest standards and scalability.

On a daily basis, in addition to working alongside engineering, science, and program counterparts, you'll have a chance to work across the many teams, functions, and business verticals that contribute to Amazon’s growth (e.g., stores, digital devices). You will be responsible for leading key workstreams including product strategy and design, stakeholder updates, and monthly roadmap reviews, as well as contributing to business reviews and organizational goal setting.

CXI Tech team owns building technology products to drive defect elimination across Amazon and at scale to safeguard and improve the customer experience across all interactions with Amazons

Requirements

• 5+ years of technical product or program management experience
• 3+ years of end to end product delivery experience
• Experience owning/driving roadmap strategy and definition
• Experience owning feature delivery and tradeoffs of a product
• Experience managing technical products or online services
• Bachelor's degree

Nice To Haves

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience in building and driving adoption of new tools
• Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics
• Experience working across functional teams and senior stakeholders

Responsibilities

• Build genAI solutions to autonomously investigate customer issues, identify root causes, and attribute defects to the correct owners
• Ensure the right actions are taken on customer defects across the Amazon shopping journey
• Lead requirements gathering and feature development prioritization
• Own technical solution design, product metrics, and business outcomes
• Partner with data science, research science, software engineering, and program management teams to identify opportunities and develop strategies
• Launch new products and features that drive large-scale impact
• Work independently and navigate ambiguity in a fast-paced, high-throughput environment
• Manage multiple priorities simultaneously with speed and adaptability
• Communicate clearly and compellingly across all levels of the organization
• Bring a collaborative work style, positive attitude, and strong work ethic

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

What This Job Offers

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