Amazon

Senior Product Manager Technical , Customer Engagement Technology

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

Qualifications

  • Bachelor's degree in a relevant field
  • 5+ years of product or program management experience
  • Proven experience in developing roadmap strategies
  • Background in technology decision-making and strategy discussions
  • Skilled in advocating for diverse customer needs during planning processes

Responsibilities

  • Communicate and build trust with stakeholders across functions
  • Drive data-driven decision making to tackle complex challenges
  • Champion customer needs by synthesizing diverse business requirements
  • Promote a culture of experimentation and quick iteration
  • Translate business problems into actionable metrics
  • Engage in hands-on problem solving for complex requirements
  • Identify and prioritize features for cloud-based call center management

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching
  • Paid time off and parental leave
  • Mental health support and Employee Assistance Program
  • Flexible Spending Accounts for healthcare expenses
  • Adoption and Surrogacy reimbursement coverage
Full Job Description
The Network Solutions org within CS is inventing the service network of the future, building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality, redefining the customer service operating model at scale.

The Journey Management (JM) Team within Network Solutions is looking for a Senior PMT to drive the product strategy and roadmap for Journey Completion the learning and corrective arm of Journey Management, continuously improve service quality driving optimal customer experience. You will own the vision and product strategy for AI/ML powered CS Match quality and flywheel for continuously driving optimal customer experience. You will own defining experimentation and influence business outcomes driving cross-org collaboration and synergies with 5+ partner teams.

Key job responsibilities

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

A day in the life

You will be identifying and prioritizing features required to scale CS global call center management products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers.

About the team

You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS.

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

- 4+ years of product or program management, product marketing, business development or technology experience

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

PREFERRED QUALIFICATIONS

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

- Experience in building and driving adoption of new tools

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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