Amazon

Sr. Product Manager - Tech, Amazon Customer Service

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

Qualifications

  • Bachelor's degree required
  • 5+ years owning/driving roadmap strategy
  • Experience in product feature delivery and tradeoffs
  • Knowledge in engineering discussions around product strategies
  • Proven track record in managing technical products or online services
  • Ability to advocate for varied stakeholders during executive prioritization

Responsibilities

  • Define strategies for customer discovery and resolution paths to enhance chat experience
  • Collaborate with cross-functional teams to identify customer and human interaction handoff points
  • Prioritize features for LLM-based automation solutions enhancing customer service
  • Lead execution and iterations on improved customer experiences
  • Set the product vision for the CS chatbot to ensure cohesive customer engagements

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching
  • Generous paid time off
  • Parental leave
  • Mental health support and Employee Assistance Program (EAP)
Full Job Description
The Customer Facing Solutions (CFS) organization powers CS by developing elegant customer-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using our associate-facing products powered through human-centered design. We are also redefining how customers engaged with the Customer Service Homepage and access support through intuitive touch experiences, and the Sr. Product Manager - Tech CS Homepage Experience role is leading that effort.

We are seeking a Sr. Product Manager - Tech to lead our customer-facing chat experience and define strategies for customer discovery, intent, and resolution paths that enable world-class automation of CS experiences. In this role, you will bring to life the vision for Amazon's CS chatbot by leading a cross-functional technical team to build innovative solutions that enable customers to effortlessly resolve their issues globally within one cohesive interaction. As the product owner, you will be asked to prioritize key capabilities, define requirements for the customer experience, and build the launch plan to expand these capabilities globally.

Key job responsibilities

- Define strategies for customer discovery, intent, and resolution paths that deliver a world-class, delightful chat experience with customers.

- Partner with CS Technical Development, Operations, Machine Learning, UX Design, CS Business Verticals (Digital, Shipping and Delivery Services), and other Amazon teams to define the intersection points where we choose to hand off to a human.

- Define and prioritize the key feature sets to build LLM-based solutions that enable a high-quality, automated experience.

- Collaborate with cross-functional teams including software development engineers, machine learning scientists, data scientists, UX designers, and researchers to create, execute, and iterate on customer experiences.

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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