If you are passionate about building solutions to deliver a perfect order experience to our customers Worldwide and do so by innovating with science and technology come join the Product Quality (PQ) team ! Our team is at the forefront of building core capabilities and shared infrastructure that enable our selling partners understand customer’s product quality experience as well as empower them with the tools to proactively take actions that mitigate the risk of a negative customer experience and allows them to deliver a trustworthy shopping experience to our customers.

We are seeking a Senior Product Manager-Tech to own and optimize our levers to address product quality complaints as well as build new ones that allow to protect both customer and selling partner experience. The solution will utilize available customer risk signals to dynamically select the most effective treatment action that best addresses customer risk without creating any interruption for well-intended sellers and will own and lead critical organizational goals tied to improving both the customer and selling partner experience. You will work closely with senior stakeholders from business, product, science, engineering, and finance to define problems, prioritize features, and deliver solutions that meet customer needs. You will help influence the direction of critical products and initiatives, driving changes in some of the most innovative domains within Amazon.


Key job responsibilities
• Develop a thorough understanding of the levers that can result in a negative customer experience when shopping at Amazon and build the framework and the technical solution that allows us to influence these levers dynamically based on real-time understanding of customer concern, to drive down customer complaints as well as actions that interrupt a seller’s ability to sell
• Develop a subject matter expertise in the various seller facing tools available to our selling partners across the fulfillment cycle that can be utilized to mitigate customer complaints and empower them by building an empathetic and intuitive remediation experience.
• Define the 3-5 year vision for treatment of product quality complaints that scales with the ever evolving nature of customer risk and delivers speed and operational efficiency through automation.
• Build the technical solution that accelerates iterative improvements through easy experimentation, supports transparency for effortless deep dives, and enables robust testing/validation and impact assessment. The technical solution should promote simplicity, be scalable and reusable beyond Product Quality and account for the developing landscape of Generative AI as well as the organization’s long-term needs
• Collaborate with stakeholders across multiple functions such as business, science, engineering, and finance in developing the vision and effectively communicate the direction to senior leaders to drive alignment and prioritization
• Develop product plans that have clear measurable success criteria and own the mechanisms to effectively communicate any variance in the product KPIs as well as updating stakeholders of the progress against the roadmap