Product Manager - Amazon Customer Service Products

Job description

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 around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 15 languages (and growing).
The CS Product and Technology organization powers CS by developing customer-facing products to help customers resolve their issue before reaching out to a human Customer Service Associate (CSA). If the customers do reach out to a CSA, we aspire to ensure that the contact is handled seamlessly and elegantly.

The CS Product Management Team is looking for a Product Manager to work across CS Technical Development, Operations, Machine Learning, UX Design, CS Business Verticals (e.g. Digital, Shipping and Delivery Services) and other Amazon teams to define and execute our roadmap for customer service, bot and CSA-facing products. Specifically, you will be identifying and prioritizing which customer contact type use cases to go after, building measurement and instrumentation mechanisms to drive effective and elegant customer- and CSA-facing experiences across web and mobile self-service, voice and chat bots, and CSA facing products, and partnering with the corresponding product teams across business units to execute.

You will be part of a Global Product Management team whose innovations and strategies will influence what we build and how we surface information to solve customers' issues globally. You will partner with teams of software development engineers, machine learning scientists, data scientists, UX designers and researchers to create, execute and iterate on workflows to help solve the needs of customers who contact Amazon CS.

A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment, fail fast, learn and iterate to improve. You understand and account for the implications of your work to frontline operations.

Desired profile

BASIC QUALIFICATIONS

· BS in Engineering, Computer Science, or equivalent experience.
· 3+ years of relevant work experience in product management and project management.
· Proficient knowledge of Product Management principles and processes.
· Experience developing internet products and technologies.
· Excellent problem-solving skills.
· Excellent oral and written communication skills.
· Ability to communicate effectively with both technical and non-technical individuals.
· Strong organizational and people skills, successful track record of coordinating between multiple project stakeholders, technical program managers, and software development teams.
· Ability to deal well with ambiguous/undefined problems; think abstractly; learn, adapt and innovate.
· Proven track record of learning by quick experimentation (and sometimes failure), and then scaling
· Proven track record of strong delivery of results by working both independently and collaboratively with global teams as appropriate