Senior Product Manager - Seattle - Amazon

    Amazon
    Amazon Seattle

    1 week ago

    Amazon background
    Accounting / Finance
    Description

    Senior Product Manager - Technical

    About the Role

    Amazon's Customer Service (CS) organization is one of the largest in the world, with tens of thousands of Customer Service Associates (CSAs) providing support to customers 24/7 in over 22 languages. The Contact Center Management Solution Team within CS' Customer Engagement Technology (CET) organization is seeking a Senior Product Manager - Technical to define and execute the roadmap for customer service call center management products.

    Key Responsibilities

    1. Lead Product Definition: Develop and drive the customer-centric strategy, including working backwards documents, customer feedback, competitive analysis, and business metrics.
    2. Define Product Vision: Outline the future roadmap, investment, innovation, and experimentation.
    3. Lead Technology Vision: Align technology development with the product roadmap.
    4. Lead Product Launch: Oversee the GTM plan to deliver results that meet customer and business goals.
    5. Lead Product Operations: Monitor customer feedback, continuous product improvement, and business growth.
    6. Interact with Cross-Functional Teams: Collaborate with engineers, program managers, and executive leadership to make trade-offs based on customer requirements.

    A Day in the Life

    You will work closely with a high-energy team to develop cloud-based contact center products that power millions of customer conversations worldwide. Your success will be measured by your ability to identify and prioritize features required to scale CS global call center management products on a cloud-based infrastructure.

    Requirements

    - 5+ years of technical product management experience
    - Bachelor's degree or equivalent
    - Ability to communicate business and technical topics to stakeholders and customers
    - Experience owning/driving roadmap strategy and definition
    - End-to-end product delivery experience
    - Demonstrated judgment and effective communication skills
    - Experience contributing to engineering discussions around technology decisions and strategy

    PREFERRED QUALIFICATIONS

    - Experience influencing senior leadership through data-driven insights
    - Master's degree or equivalent
    - Proven track record of taking ownership and delivering results in a fast-paced environment
    - Experience managing products for Customer Service and Contact Center Management
    - AWS and/or cloud computing experience
    - Experience building products leveraging Machine Learning (ML) and Artificial Intelligence (AI) technologies
    - Agile methodologies experience

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