Senior Manager, Product Management-Tech, Amazon Customer Service

- 10+ years of product or program management, product marketing, business development or technology experience - 5+ years of team management experience - Experience owning/driving roadmap strategy and definition - Experience delivering consumer software products and services in a high growth environment - Experience leading cross-functional software development teams, operations , UX Designer and other Product Managers - Experience with end to end product delivery - Bachelor's degree
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 improving customer experience? We are seeking a Sr. Manager, Product Management-Technical to join the World-Wide Customer Service Voice of Customer (VoC) organization. We are a cross-functional team of product and program managers, scientists, engineers, and designers who are responsible for building products that help Amazon continually improve its world-class customer experience. Our products leverage artificial intelligence (AI) and machine learning (ML) to process the millions of pieces of customer feedback that Amazon receives daily, translating them into actionable insights that teams across the company rely on to improve their products and services. Our product portfolio spans global marketplaces and business units, as well as communication channels and modalities (e.g., voice, chat, social) and operates in near real-time, ensuring that we always have the best and most comprehensive feedback from our most important stakeholders: customers. In this role, you will be responsible for setting the vision and product roadmap for Amazon’s flagship suite of VOC products, and you will have the opportunity to lead cross-functional teams to execute on that vision. You will be a thought leader who will obsess over customer experience and can translate complex business requirements and customer needs into innovative solutions. Your technical product expertise will be crucial in shaping the strategy and addressing complex technical challenges while driving forward-thinking approaches. You'll evaluate and prioritize initiatives to ensure we're focusing on the most impactful problems. Key job responsibilities - Define the strategic vision and long-term roadmap for the VoC product portfolio, and lead cross-functional teams to execute against the vision. - Work with leaders across science, tech, product/program management to identify and manage new and existing opportunities, initiatives and processes. - Dive deep into technical details, and evaluating trade-off decisions (e.g., asking meaningful questions of scientists or engineers). - Contribute to a team culture of innovation (e.g., generating big ideas, solving highly ambiguous problems); build and develop high performing teams. - Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences. - Measure and analyze existing products for opportunities to innovate and improve. - Deliver long-lasting foundational systematic solutions that pave the way for effective use of AI/Large Language Models (LLMs) - Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans. - Influence senior leaders across Amazon and communicate Amazon’s VoC AI/ML vision, strategy, goals, status, and customer impact. A day in the life A typical day for a Senior Manager of Product Management – Tech in the VoC team involves balancing strategic thinking with hands-on problem-solving. In addition to working with product and technology teams within Customer Service, you'll have a chance to work across the many teams, functions, and business verticals that contribute to Amazon’s growth. You will work closely with senior leaders across Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will oversee key workstreams including product strategy and delivery, stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. 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 If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply