Senior Product Manager - AI Products, Customer Engagement Technology

Overview

Job ID: | Amazon.com Services LLC

Customer Engagement Technology (CET) team is responsible for building AI-enabled solutions to revolutionize the way customers solve problems with Amazon Customer Service. We strive to deliver delightful solutions that are able to adapt to customer needs and enable customers to solve common problems without requiring the help of a (human) associate. In this role, you will have the opportunity to define and drive the product initiatives to be built and developed by engineering and science partner teams.

Responsibilities

• Define and drive the multi-year vision for the product portfolio.
• Own new capabilities to be developed and deployed for touch/web, chat, and voice channels.
• Lead analyses to identify and size potential opportunities for new product initiatives or for improving existing products using internal data, customer research, and market signals.
• Develop and drive Business Requirements Documents (BRDs) to provide clear goals and objectives, expected experiences and outcomes.
• Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance business needs versus technical constraints, and maximize business benefit while building great customer experiences.
• Collaborate cross-functionally with product leaders (e.g., of voice, chat) and partner teams (e.g., regional teams, concessions-policy team).
• Influence senior leaders across Customer Service and communicate Amazon AI\'s vision, strategy, goals, status, and customer impact.
• Create documentation to capture and share learnings, facilitate knowledge transfer, and improve performance across the team.

A day in the life

• Drive execution of product roadmap, proactively identifying and clearing bottlenecks, escalating appropriately, anticipating risks and making trade-off decisions. This requires working cross-functionally across multiple partner teams.
• Lead opportunity identification to identify high-ROI improvements to be implemented.
• Articulate the product strategy through PRFAQs, 3YP; impact roadmap through OP1/OP2 processes, quarterly roadmap planning.
• Drive crisp communication and updates to leadership and stakeholders.

Benefits

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

About the team

The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our team and will influence our science and engineering to deliver the best possible experience for our customers.

You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure, and handover.

Qualifications

Basic Qualifications

• Experience managing technical products or online services
• 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
• 7+ years of end to end product delivery experience

Preferred Qualifications

• Master\'s degree
• Experience bridging technical and business teams to collect and refine requirements, prioritize incoming work requests, and ensure all committed work is delivered on time
• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience performing statistical analysis of data using SQL, Excel and other tools
• Experience working directly with engineers on product enhancements.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.