Sr. Product Manager - Tech, Amazon Customer Service

Description

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.

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 (Consumer, 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