Want to build technology and tools used by Amazons Customer Service (CS) team worldwide? We are looking for a Product Manager passionate about building the future capabilities needed by leaders across CS to operate our network. Ultimately the products this role develops will play a key role in enabling Amazon to continue raising the bar and deliver the highest quality service with every interaction. You'll have an enthusiasm for creative problem solving and ready to work with others to deliver all-new solutions within Customer Service. You will get the opportunity to work directly with users of your products day in, day out.
You'll have demonstrated leadership of high-impact operational products, fluency with analytics, and experience building and launching products at scale. You are able to synthesize complex operational pain points, craft product vision and roadmaps, develop requirements, and manage all aspects of execution across highly matrixed organizations. This role requires rapid learning in new domain areas, deep understanding of integration between systems, and technical skillsets in analyzing data to make product decisions.
This role will be a good fit if you love being a builder. Someone who thrives under the responsibility of creating product vision, driving tech execution, and delivering large-scale organizational impact - with 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
- Regularly develop PRFAQ/BRD and other product documents
- Be comfortable prototyping using the latest technologies, working directly with users to iterate rapidly
- Communicate effectively across cross-functional teams, earning trust with stakeholders at all levels
- Drive data-informed decision making, leveraging metrics to identify, frame, and solve complex business challenges
- Champion customer obsession by navigating and synthesizing requirements from multiple business teams
- Demonstrate a strong bias for action - willing to experiment, fail fast, learn, and iterate to improve outcomes
- Understand how metrics relate to business problems and to each other, translating data into actionable insights
- Account for the downstream implications of decisions on frontline operations
- Roll up sleeves to get hands-on with ambiguous or complex requirements across the organization
About the team
This role is part of Service Resource Management, a team within Customer Service. We work on the largest opportunities to unlock step-change improvements in how our network serves customers WW. We are future-focussed, working backwards from a multi-year outlook. We are a small, multi-disciplinary team. We like it that way, as we can move fast and work together on some of the most impactful opportunities to deliver exemplary service to Amazon's customers.
BASIC QUALIFICATIONS
- Experience owning/driving roadmap strategy and definition
- 4+ years of product or program management, product marketing, business development or technology experience
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
- Experience in identifying a customer need, building a product to meet that need, and launching that product
- Demonstrated experience using LLMs and AI coding tools for strategy definition, requirements gathering, data analysis, UX design, and iterative development.
- Demonstrated experience building applications that incorporate GenAI (e.g., LLM calls, RAG, Agentic workflows, evals, etc).
PREFERRED QUALIFICATIONS
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
- Experience driving adoption of new and disruptive technologies
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 - 151,200.00 - 204,600.00 USD annually
