DESCRIPTION

The Amazon WW Customer Service organization is at the forefront of customer experience – seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are also at the forefront of driving defects out across the entire company, relentlessly advocating on behalf of our customers and keeping them at the heart of everything we do.

Amazon WW Customer Service (CS) is searching for a talented, customer obsessed Principal Product Manager to join our team to own defining and building a new set of org-wide customer experience (CX) metrics to help us deeply understand and evaluate our performance and our largest improvement opportunities. They will also build effective closed-loop processes and influence our technology roadmap in order to measure and improve our CX, as well as enable our organization to drive elimination of defects. This role will play a critical role in the standing up new executive level reporting, developing the right analytic approaches, and partnering cross functionally across CS and partner teams across Amazon. This is an exciting opportunity to build a mission-critical capability from the grounds up, directly impacting the experience of millions of customers and working broadly across the organization.

Key job responsibilities
• You will identify CX signals, define metrics, and develop and manage mechanisms to continuously measure and report on customer experience performance across segments (e.g., Consumers, Sellers, Customer Service Associates)
• You will act as a thought/strategic leader, evaluating effectiveness of existing mechanisms, using data to test and iterate product and processes, and continuously challenging status quo. You will be the ‘owner’ of your area and provide guidance to a senior leadership audience.
• You will partner with other teams to build core business processes to scale across geographies and business lines, develop quality control/assurance mechanisms within our tools, and lead business review processes to ensure we prompt the right discussions to improve CX.
• You will identify relevant partners across the company, establish effective working relationships, and influence action.
• You will drive continuous improvement plans (e.g., DMAIC) that effectively communicate opportunity, future state ideation, and impact.

About the team
If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

BASIC QUALIFICATIONS

– Bachelor’s degree
– 7+ years of product or program management experience
– Experience in lean management/Six Sigma
– Experience building metrics from the ground up and using data to determine and drive improvements, including influencing senior leadership
– Excellent verbal and written communication skills

PREFERRED QUALIFICATIONS

– Experience owning technology products
– Master’s degree or equivalent
– Customer experience research experience
– Experience working cross functionally with tech and non-tech teams
– Experience managing technical products
– Experience developing and executing solutions in a fast paced, high growth, operational business environment

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145,700/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

USA, WA, Seattle