Senior Manager, Product Management - Technical, Amazon Customer Service

Description

Want to build technology and tools used by Amazon's Customer Service team worldwide? We are looking for a leader passionate about building the future capabilities needed by leaders across CS to operate our network. Ultimately the products this team develops will play a key role in enabling Amazon to continue raising the bar and deliver the highest quality service with every interaction. You'll have an enthusiasm for creative problem solving and ready to work with others to deliver all-new solutions within Customer Service.

You'll have demonstrated leadership of high-impact platform initiatives, fluency with analytics and measurement frameworks, and experience building and launching products at scale. You possess the ability to recruit and manage high-performing talent, synthesize complex operational pain points, craft product vision and roadmaps, develop requirements, and manage all aspects of execution across highly matrixed organizations. This role requires rapid learning in new domain areas, deep understanding of integration between systems, and technical skillsets in analyzing data to make product decisions.

This role will be a good fit if you are a people and culture leader who is also a builder. Someone who thrives under the responsibility of creating product vision, driving tech execution, and delivering large-scale organizational impact — with an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast, learning, and building again, as this is a new space that will require rapid prototyping to get things right.


Key job responsibilities
- Leads cross-functional collaboration — Partners with Customer Service Operations, engineering and stakeholders to produce rigorous, high-quality delivery.
- Define product requirements that translate complex customer needs into scalable solutions
- Build executive alignment across senior leadership on transformative product priorities
- Leads and develop a team. This is an integrated 'builder team' where product and engineering work hand-in-hand. You will be an owner and happy to roll your sleeves up.
- Navigate ambiguity by synthesizing technical constraints, customer insights, and business objectives into actionable strategies
- Define success metrics and KPIs that drive continuous product improvement
- Deliver a compelling and innovative vision for applying the latest technologies to global Customer Service Operations

About the team
This role is part of Service Resource Management, a team within Customer Service. We work on the largest opportunities to unlock step-change improvements in how our network serves customers WW. We are future-focussed, working backwards from a multi-year outlook. We are a small, multi-disciplinary team. We like it that way, as we can move fast and work together on some of the most impactful opportunities to deliver exemplary service to Amazon's customers.

Basic Qualifications

- 6 years of team management experience
- 5 years of customer-facing product development and product management, including defining, launching, and optimizing product and services experience
- Experience managing competing priorities across a wide range of stakeholders
- Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems, or experience in computer architecture
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Bachelor's degree or above in Computer Science, Computer Engineering, Information Management, Information Systems, or other related discipline
- 5 years of technical product management, program management or engineering experience

Preferred Qualifications

- Experience delivering consumer software products and services in a high growth environment
- MBA
- Knowledge of user experience principles and techniques
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in networking administration and troubleshooting and experience working with customers with a passion for delivering exceptional service
- Experience working directly within engineering teams
- Experience in fulfilment, logistics, or operations technology environments

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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers 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. Learn more about our benefits at https://amazon.jobs/en/benefits.