Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers.
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
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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