Sr. Product Mgr. - Tech, Amazon Customer Service

Amazon • Seattle, WA

2d

About The Position

Within Customer Experience and Business Trends (CXBT) we are looking for a
talented Senior Product Manager - Technical (PMT) to join our exciting team that
is responsible for continuing to build and expand one of our core products
called Phoenix. Phoenix is the 'go to' application for executive escalation
teams to manage all aspects of their workflows to support L10+ leaders handle
customer-facing issues. This role reports into the CXBT organization, but is
supporting a customer service (CS) initiative.

Our mission for Phoenix is to streamline and standardize the customer experience
(CX) defect detection and resolution process across Amazon by providing a
unified, end-to-end platform that enables teams to efficiently identify,
investigate, and address business-critical customer issues while ensuring
accountability, visibility, and collaboration in executive escalation workflows.

To do this we will become Amazon's premier AI-native platform for CX defect
elimination, empowering teams across the organization to transform escalation
data into actionable resolutions through automated detection, intelligent
analysis, and streamlined workflows that prevent recurring customer issues,
drive operational excellence, and ultimately deliver exceptional customer
experiences at scale.

In this role, you will be a core part of the product development team, owning
the vision and design for our next feature release, working with Design,
Engineering, and leadership to drive alignment on requirements to ensure the
product meets the high bar and provide a delightful experience. This is an
opportunity to bring your skills to bear and be involved in key design
activities for a product that will be used by Amazon teams and users at all
levels, including the senior most leadership across the entire company.

A successful PMT for this work will be able to dive deep into the technical
design of this product, understand other Amazon and AWS products and services,
identify trade-offs (both back end and front end), surface hidden edge cases,
drive decision making on build vs integrate, and influence and drive long-term
product roadmap and success.

On a daily basis, you will write technical requirement details, conduct research
spikes, lead product/design/engineering meetings, influence back end and front
end design choices (e.g., build vs integrate), and ultimately drive alignment on
feature requirements with key partners and leadership. You will need to
understand pros and cons of different design options, as well as feature
dependencies and technical limitations. Your technical expertise will be highly
trusted in helping scale the system to be multi-tenant. You will coach junior
technical product managers on the team and critically challenge technical design
knowing the long-term vision to drive success of the product.

Customer Experience and Business Trends (CXBT) is an organization made up of a
diverse suite of functions dedicated to deeply understand and improve customer
experience, globally. We are a team of builders that develop products, services,
ideas, and various ways of leveraging data to influence product and service
offerings - for almost every business at Amazon - for every customer (e.g.,
consumers, developers, sellers/brands, employees, investors, streamers, gamers).

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

• Own the experience and product design for post-MLP feature releases leading up to General Availability (GA), which includes enhancement features for the MLP (e.g., data ingestion automation) and new features making it easier for leaders to consume (e.g., executive dashboarding).
• Deeply understand user needs and effectively translate into product and technical requirements, regularly driving conversations with users and diving deep on their feedback to identify and prioritize high-impact features.
• Drive decision-making on the technical design of the in-scope features (e.g., integrate vs build), identify pros/cons and trade-off (both backend and frontend), and dependencies with MLP features and enhancement needed.
• Lead feature requirement gathering (e.g., writing business requirement documents), partner with design and engineering on the end-to-end product development lifecycle, drive consensus and alignment with leadership and business stakeholders.
• Define feature success metrics, leverage system and clickstream data to understand system performance and user behaviors, and provide recommendations and insights on product and performance improvements.
• Play a critical role in influencing the vision and product roadmap for the future (e.g., product capabilities, service model), write effective PRFAQs, stay at the forefront of technology advancements and push the tech frontier of the product.

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