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Sr. Product Manager - Technical, Amazon Customer Service

Description

Do you want to work hard, have fun, and make history? Do you think fast, dive deep, and get things done? Are you passionate about solving large scale customer and business problems using Artificial Intelligence (AI)? If so, then we’re looking for you!

We are seeking a Sr. Product Manager - Technical to join the Amazon Customer Service (CS) Voice of Customer (VoC) organization. We are a cross-functional team of product and program managers, scientists, engineers, and designers who are responsible for building products that help Amazon continually improve its world-class customer experience. Our products leverage AI and machine learning (ML) to process the millions of pieces of customer feedback that Amazon receives daily, translating them into actionable insights that teams across the company rely on to improve their products and services. Our product portfolio spans global marketplaces and business units, as well as communication channels and modalities (e.g., voice, chat, social) and operates in near real-time, ensuring that we always have the best and most comprehensive feedback from our most important stakeholders: customers.

Key job responsibilities

In this role, you will have the opportunity to set the vision and strategy for how we expand AI and ML integrations within our product portfolio to drive simplicity, improve actionability, and increase user trust. This work includes determining how best to organize and synthesize a diverse array of customer feedback signals, when/where to integrate business telemetry, and how to leverage Generative AI for automated insight generation, analysis, summarization. You will lead requirements gathering, prioritization of feature development, and own driving product metrics and business outcomes.

You will partner with product, program managers and business leaders across Amazon, as well as software engineers, data and applied science teams, and UX, to identify opportunities, develop strategies, and launch new products and features that drive large scale customer experience (CX) impact.

A strong candidate will be a self-starter who is comfortable working independently in a startup-like environment where challenges are novel and complex, and where deep collaboration with technical and design teams is required. This role has a high degree of visibility, requiring that a strong candidate be able to communicate clearly and compellingly at different levels within the company. A strong candidate will have a positive attitude, collaborative work style, and strong work ethic; they know how to test hypotheses, learn, and iterate quickly.

A day in the life

On a daily basis, in addition to working alongside engineering, science, UX, 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.

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!

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:

  • Medical, Dental, and Vision Coverage
  • Maternity and Parental Leave Options
  • Paid Time Off (PTO)
  • 401(k) Plan

Basic Qualifications

  • Bachelor's degree
  • 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 with feature delivery and tradeoffs of a product
  • Experience managing technical products or online services

Preferred Qualifications

  • 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 building Machine Learning or AI services or products

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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company

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This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

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Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...