Sr. Product Mgr, Service Improvements, Amazon Customer Service

DESCRIPTION

Amazon's Quality and Escalations (Q&E) organization is seeking a Sr Product Manager to directly influence the direction of Service Experience products through the customer experience and service improvement lenses. We seek a proficient product individual to join our team working with Amazon Customer Service (CS) leadership to deliver innovative products to customers worldwide.

This role requires a passionate individual who understands the best possible customer services experiences across the Customer Service organisation. You'll stay on top of technical innovation and advances in the industry, with an eye on identifying opportunities where CS Quality and Service Improvements can positively impact the service experience that CS offers the most. You'll dive deep into current and future customer needs and deliver actionable insights that drive development of continuously improving CS products, customer workflows, and features.

The ideal candidate must be able to influence across multiple company organizations, be an exceptionally strong communicator and analytical thinker, and have a history of delivering results. This person will have solved complicated problems with elegant, simple solutions. The individual must be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities. High judgment, ability to influence, analytical talent, and leadership are essential to success in this role.

Key job responsibilities

Product Strategy & Customer Experience

Continually assess the needs of our customers and partners in defining and evolving the product and business strategy

Own study lifecycle from scoping, to execution, to delivery of findings and recommendations to CS leadership through crisp narratives

Understand customer needs to design the right use case and methodology to assess customer experience

Collaborate with multiple teams to define the strategy, vision, and features for products

Roadmap Planning & Execution

Deliver world-class innovation in features, usability, and product performance in a consistent cadence of releases

Own the product backlog and Business Requirements Document, determine prioritization and make feature trade-offs

Experience owning/driving roadmap strategy and definition

Ensure consistent execution of product lifecycle processes from concept to launch, driving value-based prioritization of product development initiatives to ensure maximum ROI

Requirements Definition & Collaboration

Develop comprehensive product plans incorporating customer needs, defining the competitive arena, and establishing objectives, strategies, and actions required to achieve business goals

Produce high-quality requirements documents and effectively prioritize and manage the scope of each product launch to deliver key capabilities on time and on budget

Work with program and tech teams to craft business requirement documents, influence design and architecture of technical solutions

Contribute to engineering discussions on technology decisions and strategy related to a product

Hands-On Evaluation & Innovation

Independently build proof of concept experiments that best describe the quality (performance and ease of use) of customer experiences of CS Quality and Service Improvement products and services

Collaborate with engineering and science teams to build scalable tools and processes for efficient performance evaluations of CS Quality and Service Improvement services

Deliver the product by working with a wide set of cross-functional teams including Program, Legal, Information Security, and UX Designers

Insights & Communication

Primary deliverables are reports with narratives that cover both qualitative and quantitative aspects of customer use cases for specific CS Quality and Service Improvement offerings, presented to senior CS leadership

Consolidate insights in crisp narratives for CS product leadership, influencing the product roadmap and helping to remove customer experience pain points

Be the internal and external authority and advocate for your program

Contribute to team study roadmap by synthesizing CS product plans, customer needs, and industry trends

Continuously absorb and share knowledge about the latest product and scientific developments relevant to the CS space with a focus on AI/GenAI applications

BASIC QUALIFICATIONS

Bachelor's degree or equivalent

Experience owning/driving roadmap strategy and definition

Experience with end to end product delivery

Experience with feature delivery and tradeoffs of a product

Experience as a product manager or owner

Experience owning technology products

Experience with product cycles of 6+ months

Experience in product or program management, product marketing, business development or technology

PREFERRED QUALIFICATIONS

Experience in influencing senior leadership through data driven insights

Experience working across functional teams and senior stakeholders

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