Amazon

Sr PMT, Customer Experience, Amazon

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

Qualifications

  • Bachelor's degree
  • Proven experience owning and defining product roadmaps
  • Skilled in managing product feature delivery and trade-offs
  • Familiarity with technical discussions and strategy in product development
  • Experience managing technical products or online services
  • Aptitude for representing diverse customer and stakeholder needs in executive planning

Responsibilities

  • Launch new shopping experiences for drone delivery customers
  • Establish mechanisms to gain insights into customer experience and pain points
  • Own and define roadmap strategy based on customer insights
  • Collaborate cross-functionally with stakeholders to influence product roadmaps
  • Coordinate with Regulatory, Legal, and Public Policy teams for compliance
  • Identify scaling opportunities for international initiatives

Benefits

  • Health insurance (medical, dental, vision)
  • 401(k) matching
  • Paid time off
  • Parental leave
  • Comprehensive mental health support services
  • Flexible spending accounts
  • Adoption and surrogacy reimbursement coverage
Full Job Description
Prime Air is seeking a Sr. Product Manager Tech to develop our customer service experience. This includes working with customer service back-end teams to develop tooling for our representatives, and AI tooling for self-service customer solutions. The role is responsible for developing technology to analyze Prime Air customer-contacts to surface issues to product and development teams, and drive solutions themselves. This role requires the ability to identify opportunities within the noise of customer contact data, and influence technical organizations to address issues. You will have the opportunity to have a significant impact on our future customers and business as we scale.

Successful candidates will have a strong sense of customer obsession, dive deep, ownership, and a demonstrated track record of driving cross-functional projects. You should be comfortable with a degree of ambiguity and innovating in a new industry on behalf of our customers. It will be critical to work backward from the customer, establish mechanisms to collect data and/or anecdotes, and define direction to optimize the shopping funnel. For this role, you will work closely with engineering, product management, UX design, legal and finance. You will be required to work through trade-offs and prioritization conversations with tech stakeholders to drive the right long-term strategic vision for the program and customers.

Key job responsibilities

- Launch net-new shopping experiences for drone delivery customers

- Establish mechanisms to better understand our customers, what's working well, and pain-points within the CX.

- Own the roadmap strategy/definition based on customer insights and prioritize features/enhancements based on customer and business impact.

- Work cross-functionally with internal stakeholders and key external partner teams to drive buy-in and influence roadmaps.

- Work with the Regulatory, Legal and Public Policy teams to make key customizations to meet requirements from international governing bodies.

- Identify opportunities to scale initiatives and/or drive optimizations across our future international launches

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 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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