Sr PMT, Customer Experience, Amazon

About the Role

Prime Air is seeking a Sr. Product Manager Tech to develop our customer service experience. This includes working with customer service back-end teams to develop tooling for our representatives, and AI tooling for self-service customer solutions. The role is responsible for developing technology to analyze Prime Air customer-contacts to surface issues to product and development teams, and drive solutions themselves. This role requires the ability to identify opportunities within the noise of customer contact data, and influence technical organizations to address issues. You will have the opportunity to have a significant impact on our future customers and business as we scale.

Key Job Responsibilities

• Launch net-new shopping experiences for drone delivery customers
• Establish mechanisms to better understand our customers, what's working well, and pain-points within the CX
• Own the roadmap strategy/definition based on customer insights and prioritize features/enhancements based on customer and business impact
• Work cross-functionally with internal stakeholders and key external partner teams to drive buy-in and influence roadmaps
• Work with the Regulatory, Legal and Public Policy teams to make key customizations to meet requirements from international governing bodies
• Identify opportunities to scale initiatives and/or drive optimizations across our future international launches

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

Pay & Benefits

• Base salary range: $151,200.00 – $204,600.00 USD annually (WA, Seattle location)
• Sign-on payments and restricted stock units (RSUs)
• 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

This response is AI-generated, for reference only.