Amazon

Senior Product Manager, Technical, Amazon Customer Service

Amazon$151K — $204K *
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree required
  • Proven experience in roadmap strategy and definition
  • Demonstrated feature delivery experience with product tradeoffs
  • Knowledgeable in engineering discussions related to product strategy
  • Experienced in managing technical products or online services
  • Experience advocating for diverse customer and stakeholder needs at executive levels
  • Master's degree preferred in relevant technical fields or disciplines

Responsibilities

  • Drive vision and strategy for using AI and LLMs to enhance customer experience
  • Lead requirements gathering and prioritize features for impactful outcomes
  • Collaborate with cross-functional teams to identify opportunities and strategies
  • Launch products and features that significantly affect customer experience
  • Manage multiple priorities in a fast-paced, ambiguous environment
  • Communicate effectively with all organization levels, including senior leadership
  • Foster a collaborative, solutions-oriented team environment

Benefits

  • Comprehensive health insurance including medical, dental, vision and prescription coverage
  • 401(k) matching program
  • Generous paid time off and parental leave
  • Support for adoption and surrogacy expenses
  • Flexible spending accounts
  • Access to mental health support and employee assistance programs
Full Job Description
We are seeking a Sr. Product Manager - Technical to join the Customer Service Worldwide Defect Elimination (WWDE) team. We are a cross-functional product, program, science, and engineering team responsible for driving improvements to Amazon's world-class customer experience by identifying and resolving customer-facing defects in real-time through the use of AI and ML-powered solutions.

Key job responsibilities

- Drive the vision and strategy for deploying AI and Large Language Models (LLMs) to automatically detect and resolve customer defects across the Amazon shopping journey

- Lead requirements gathering and feature prioritization to deliver measurable product and business outcomes

- Partner with program managers, business leaders, software engineers, and data and research science teams to identify opportunities and develop strategies

- Launch new products and features that drive large-scale customer impact

- Operate independently in a complex, fast-paced, and ambiguous environment, managing multiple priorities simultaneously

- Communicate clearly and compellingly across all levels of the organization, including senior leadership

- Bring a collaborative, positive, and solutions-oriented approach to cross-functional work

- Move quickly, iterate rapidly, and adapt to evolving business needs

A day in the life

On a daily basis, in addition to working with teams in WWDE, you'll have a chance to work across the many teams, functions, and business verticals that contribute to Amazon's growth. You will work closely with senior leaders across Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including product strategy and delivery (PRFAQs, BRDs), stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting.

BASIC QUALIFICATIONS

- Bachelor's degree

- Experience owning/driving roadmap strategy and definition

- Experience with feature delivery and tradeoffs of a product

- Experience contributing to engineering discussions around technology decisions and strategy related to a product

- Experience managing technical products or online services

- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

PREFERRED QUALIFICATIONS

- Experience in building and driving adoption of new tools

- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

- Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent

- Experience building Machine Learning or AI services or products

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

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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