Senior Product Manager, Amazon Customer Service
Amazon.com
Are you someone who cares about customer experience, and wants to be able to see the impact of your products on customers? Can you envision a time when the experience is so good that service isn't necessary? Then we're looking for you!
We’re looking for someone to define and deliver the plan that changes how we bring simple, relevant solutions to customers who need help with their device or digital experience - from a simple "how to" question to a complex technical troubleshooting problem. As Senior Product Manager, you thrive in an entrepreneurial, highly ambiguous, and cross-functional environment. You possess a successful product management and business strategy background. You have experience in developing collaborative relationships and influencing individuals and teams. You place the customer at the center of your product strategy, and leverage data-driven analyses and insights to make decisions.
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 highest standards and scalability.
Key job responsibilities
- Manage the lifecycle of a product with considerable impact to the self-service customer service strategy across more than 40 apps and devices.
- Define the customer problem, the experience they need, and the long-term strategy, including PRFAQ(s), three-year plan, and product / business requirements.
- Define product success metrics and business goals, and deliver regular product reporting to leadership and stakeholders; contribute to regular-cadence business reviews with senior leadership.
- Oversee product development, driving priorities with engineering, science, QA, UX, research, and more, from ideation and requirements through to launch.
- Prioritize and manage the product roadmap and backlog, balancing short- and long-term goals.
- Use data (quantitative and qualitative), including A/B testing, to measure impact, make difficult tradeoffs, and drive strategic decisions.
- Identify risks and dependencies and develop mitigation strategies.
- Influence senior leaders across Amazon Customer Service, Devices & Services, and Global Media & Entertainment.
- Clearly communicate requirements from large and diverse sets of customers, to drive technical priorities, and the business strategy.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Amazon revolutionized customer service, now we are changing what customers expect from technical support. We’re responsible for the Customer Service operations and solutions for all Amazon Devices and Digital properties, from the Kindle and Echo, to Amazon Music and Prime Video. In this role you will support millions of customers, across many dynamic Amazon businesses.
We’re looking for someone to define and deliver the plan that changes how we bring simple, relevant solutions to customers who need help with their device or digital experience - from a simple "how to" question to a complex technical troubleshooting problem. As Senior Product Manager, you thrive in an entrepreneurial, highly ambiguous, and cross-functional environment. You possess a successful product management and business strategy background. You have experience in developing collaborative relationships and influencing individuals and teams. You place the customer at the center of your product strategy, and leverage data-driven analyses and insights to make decisions.
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 highest standards and scalability.
Key job responsibilities
- Manage the lifecycle of a product with considerable impact to the self-service customer service strategy across more than 40 apps and devices.
- Define the customer problem, the experience they need, and the long-term strategy, including PRFAQ(s), three-year plan, and product / business requirements.
- Define product success metrics and business goals, and deliver regular product reporting to leadership and stakeholders; contribute to regular-cadence business reviews with senior leadership.
- Oversee product development, driving priorities with engineering, science, QA, UX, research, and more, from ideation and requirements through to launch.
- Prioritize and manage the product roadmap and backlog, balancing short- and long-term goals.
- Use data (quantitative and qualitative), including A/B testing, to measure impact, make difficult tradeoffs, and drive strategic decisions.
- Identify risks and dependencies and develop mitigation strategies.
- Influence senior leaders across Amazon Customer Service, Devices & Services, and Global Media & Entertainment.
- Clearly communicate requirements from large and diverse sets of customers, to drive technical priorities, and the business strategy.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Amazon revolutionized customer service, now we are changing what customers expect from technical support. We’re responsible for the Customer Service operations and solutions for all Amazon Devices and Digital properties, from the Kindle and Echo, to Amazon Music and Prime Video. In this role you will support millions of customers, across many dynamic Amazon businesses.
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