Senior Product Manager

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• Experience as a product manager or owner

The Device, Digital, and Alexa Support (D2AS) team within the Amazon Customer Service (CS) org is seeking a Sr. Product Manager to collaborate across various teams, including engineering, product development, operations, UX, and Amazon Digital and Device teams. You will be part of a Global Product Management team focused on enhancing the customer service experience.

Key job responsibilities

• You will be involved in developing strategies and innovations to address customers' issues globally through an improved associate-facing experience.
• Work closely with software development engineers, data scientists, UX designers, and researchers to create, execute, and iterate on experiences that meet the needs of customers contacting Amazon Customer Service.
• Your responsibilities include rethinking, challenging, and innovating the Device, Digital, and Alexa Customer Service Associate experience, identifying and prioritizing use cases, writing clear user stories, and partnering with UX to design effective customer journeys.

A day in the life
We thrive on solving challenging problems to innovate for customers. We push the boundaries of technology, and create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product to foster an innovative environment.

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!

About the team
Amazon revolutionized customer service, now we are changing what customers expect from technical support. Device, Digital, and Alexa Support (D2AS) are responsible for the Customer Service operations and solutions for all Amazon Devices and Digital properties, from the Kindle and Echo, to Amazon Music and Prime Video. In this role you will support millions of customers, across many dynamic Amazon businesses.

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.