DESCRIPTION

The Amazon Customer Service (CS) 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 champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do.

The Contact Handling Experience team within CS is seeking a talented and customer obsessed Sr. Manager, Technical Product Management to lead the vision, strategy, and execution of Customer Service Associate (CSA) facing applications and tools, which are the cornerstone of our ability to deliver the experience we intend for our customers. In this role, you lead a team that obsesses over the CSA experience and the applications and tools supporting their day-to-day interactions with customers. You will develop world-class products, build closed-loop mechanisms to inform priorities, and influence our technology roadmap in order to measure and improve associate experience and effectiveness worldwide. This is an exciting opportunity to build industry-standard defining products and make an impact on customer experience at Earth’s most customer-centric company.

Key job responsibilities
As a Senior Manager, Technical Product Management, you will:
• Deeply understand CSA needs and behaviors across various business verticals and international locales, using these insights to prioritize initiatives that improve the CSA experience as they delight customers.
• Deliver customer-focused initiatives through iterative product development, working closely with engineering, science, operations, and business teams.
• Partner with engineering and science teams to design, schedule, and deliver high-quality products in an agile environment, continuously incorporating customer feedback.
• Build and mentor a high-performing team of product managers, program managers, and/or analysts fostering their growth and development.
• Collaborate with business partners to define customer-centric product strategies and roadmaps that drive value for our customers.
• Lead the “working backwards” process, ensuring clear prioritization, resource planning, and cross-functional alignment on key initiatives.
• Foster a culture of innovation, encouraging your team to think big and challenge the status quo to create exceptional customer experiences.
• Continuously seek opportunities to simplify and streamline processes, removing barriers and enabling your team to focus on delivering customer value.

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

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!

Benefits summary:
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

About the team
The Contact Handling Experience (CHEX) team develops products to support Amazon’s CSAs to deliver Earth’s most customer-centric customer service. Working backwards from CSAs as the customers served by these products, the team builds effortless solutions to handle and resolve customer contacts while providing insights to delight customers with each interaction.

BASIC QUALIFICATIONS

– 7+ years of team management experience
– Experience owning/driving roadmap strategy and definition
– Experience with feature delivery and tradeoffs of a product
– 10+ years of technical product or program management experience
– Experience in a high-performance start-up or incubation effort within a larger company
– Bachelor’s degree

PREFERRED QUALIFICATIONS

– MBA
– 10+ years of team management experience

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 $178,100/year in our lowest geographic market up to $307,900/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