Sr. Product Manager - Technical, Amazon Customer Service
About the role
Do you want to work hard, have fun, and make history? Do you think fast, dive deep, and get things done? Are you passionate about solving large scale customer and business problems? If so, then we're looking for you!
CXI Tech owns ARCADE, a multi-tenant defect elimination system designed to leverage AI to eliminate root causes of systemic customer defects in near-real-time. It supports Andon Cord, the foundational Amazon customer obsession mechanism established by Jeff Bezos. We seek to identify and eliminate unsatisfactory purchasing experiences that may cause customers to return items or not return to Amazon.
Responsibilities
- Build genAI solutions to autonomously investigate customer issues, identify root causes, and attribute defects to the correct owners
- Ensure the right actions are taken on customer defects across the Amazon shopping journey
- Lead requirements gathering and feature development prioritization
- Own technical solution design, product metrics, and business outcomes
- Partner with data science, research science, software engineering, and program management teams to identify opportunities and develop strategies
- Launch new products and features that drive large-scale impact
- Work independently and navigate ambiguity in a fast-paced, high-throughput environment
- Manage multiple priorities simultaneously with speed and adaptability
- Communicate clearly and compellingly across all levels of the organization
Requirements
- 5+ years of technical product or program management experience
- 3+ years of end to end product delivery experience
- Experience owning/driving roadmap strategy and definition
- Experience owning feature delivery and tradeoffs of a product
- Experience managing technical products or online services
- Bachelor's degree
Qualifications
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
- Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics
Skills
- Strong business acumen
- Analytical skills
- Comfort working with large, complex data sets
- Persistent in seeking answers to hard problems and developing multifaceted solutions
- Persists in being scrappy and frugal while maintaining the highest standards and scalability
Benefits
A day in the life includes working alongside engineering, science, and program counterparts, leading key workstreams including product strategy and design, stakeholder updates, and monthly roadmap reviews, contributing to business reviews and organizational goal setting.
Pay
The base salary range for this position is $151,200.00 - $204,600.00 USD annually.
Schedule
Not specified.