Senior Product Manager, Amazon Customer Service

DESCRIPTION:

We are seeking a Senior Product Manager to drive the Customer Service Perception Framework, a critical measurement for driving investment and capturing delight across several teams in our organization.

An ideal candidate will have experience leading high-impact strategic initiatives, background in tech product management, fluency in analytics, and experience building and launching products. This role is inherently cross-functional - you will work extensively within Customer Service across product, tech, operations, program, and science teams. The successful candidate will be an independent thinker, be able to communicate persuasively, and comes with a strong bias to get things done.

This role will be a good fit if you are a builder who thrives under the responsibility of creating product vision, tech execution, large-scale organizational impact, and an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast, learning, and building again - as this is a new space that will require rapid prototyping to get things "right".


Key job responsibilities
- Own the end-to-end product lifecycle for Customer Service Perception Framework, from vision and strategy through requirements definition, development, roadmap planning, design, launch, adoption, governance, and continuous improvement.
- Build and manage a perception index to ensure partner teams are addressing the most critical pain points
- Partner with tech and product teams across Amazon stores to drive scalable, secure, and reliable solutions that enhance Amazon's Customer Service brand.
- Own the roadmap for existing customer experience products, driving adoption and evolution.
- Influence downstream product partners where we do not directly own the technology to ensure we are launching experiences that are accretive to the brand.
- Define and track metrics to measure product success, including analytics integration, financial impact, and customer satisfaction impact.

About the team
The Customer Service Brand team is a new organization within Amazon Customer Service (CS) that exists to strengthen the perception of Amazon's Customer Service - translating our Customer Obsession into a reason why customers would choose to buy from Amazon over any other experience. We do this through measuring customer perception, creating products and programs that drive customer loyalty, and ensuring a unified face for Customer Service across all Amazon Stores products, services, and customer interactions.

BASIC QUALIFICATIONS:

- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product

PREFERRED QUALIFICATIONS:

- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 136,000.00 - 184,100.00 USD annually