Senior Product Manager, Technical, Amazon Customer Service

Key job responsibilities

• Drive the vision and strategy for deploying AI and Large Language Models (LLMs) to automatically detect and resolve customer defects across the Amazon shopping journey
• Lead requirements gathering and feature prioritization to deliver measurable product and business outcomes
• Possess strong partnership skills with program managers, business leaders, software engineers, and data and research science teams to identify opportunities and develop strategies
• Launch new products and features that drive large-scale customer impact
• Operate independently in a complex, fast-paced, and ambiguous environment, managing multiple priorities simultaneously
• Communicate clearly and compellingly across all levels of the organization, including senior leadership
• Bring a collaborative, positive, and solutions-oriented approach to cross-functional work
• Move quickly, iterate rapidly, and adapt to evolving business needs

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 building and driving adoption of new tools
• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
• Experience building Machine Learning or AI services or products

A Day in the Life

On a daily basis, in addition to working with teams in WWDE, you'll have a chance to work across the many teams, functions, and business verticals that contribute to Amazon’s growth. You will work closely with senior leaders across Amazon to drive collaboration and influence them to prioritize projects, meet objectives, and adhere to business plans towards shared objectives. You will be responsible for key workstreams including product strategy and delivery (PRFAQs, BRDs), stakeholder updates, monthly roadmap reviews, business reviews, and organizational goal setting.

About the Role

We are seeking a Sr. Product Manager - Technical to join the Customer Service Worldwide Defect Elimination (WWDE) team. We are a cross-functional product, program, science, and engineering team responsible for driving improvements to Amazon’s world-class customer experience by identifying and resolving customer-facing defects in real-time through the use of AI and ML-powered solutions.

Benefits

Amazon 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.