Senior Product Manager Technical, Amazon Customer Service

Job summary

The Senior Product Manager will define and execute the roadmap for customer service call center management products while collaborating with cross-functional technical and operations teams. They will leverage data-driven insights to identify business challenges and scale global contact center solutions on cloud infrastructure.

Job details

Amazon’s mission is to be Earth’s most customer-centric company, and our Amazon Customer Service (CS) organization is an essential part of that mission. CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 22 languages. The Network Solutions org within CS is inventing the service network of the future, anticipating needs and adapting in real-time to create effortless and personalized customer experiences that redefine the customer service operating model at scale. The Journey Management (JM) Team within Network Solutions is looking for a Senior PMT to define and execute our roadmap for customer service call center management products. This role will work across CS Technical Development, AWS Technical Development, Operations, and retail business verticals. Key job responsibilities - Communicate effectively across cross-functional teams, earning trust with stakeholders at all levels - Drive data-informed decision making, leveraging metrics to identify, frame, and solve complex business challenges - Champion customer obsession by navigating and synthesizing requirements from multiple business teams - Demonstrate a strong bias for action — willing to experiment, fail fast, learn, and iterate to improve outcomes - Understand how metrics relate to business problems and to each other, translating data into actionable insights - Account for the downstream implications of decisions on frontline operations - Roll up sleeves to get hands-on with ambiguous or complex requirements across the organization A day in the life You will be identifying and prioritizing features required to scale CS global call center management products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers. You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS. Basic Qualifications: - Bachelor's degree - 3+ years of technical product or program management experience - Experience managing technical products or online services - Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning Preferred Qualifications: - Experience in using analytical tools, such as Tableau, Qlikview, QuickSight - Experience in building and driving adoption of new tools 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 [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. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status. CAN, BC, Vancouver - 128,100.00 - 214,000.00 CAD annually

What you’ll do

The Senior Product Manager will define and execute the roadmap for customer service call center management products while collaborating with cross-functional technical and operations teams. They will leverage data-driven insights to identify business challenges and scale global contact center solutions on cloud infrastructure.

Requirements

Candidates must possess a bachelor's degree and at least 3 years of experience in technical product or program management. The role requires proven ability to manage technical products and advocate for stakeholder needs during executive-level planning.

Benefits

• Health insurance
• Medical insurance
• Dental insurance
• Vision insurance
• Prescription insurance
• Basic life insurance
• AD&D insurance
• Registered retirement savings plan
• Deferred profit sharing plan
• Paid time off
• Restricted stock units

Listed skills

• Product management · Preferred
• Tableau · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Product management
• Technical product management
• Program management
• Data-informed decision making
• Cross-functional leadership
• Customer obsession
• Cloud-based infrastructure
• Call center management
• Tableau
• Qlikview
• QuickSight
• Stakeholder management
• Requirement gathering
• Strategic planning
• Technical development
• Influencing Skills
• Business Problems
• Time Off Management
• Advocacy
• Planning
• Amazon Web Services
• Software Development
• Management
• Call Center Experience
• Decision Making
• Customer Service
• Communication
• Experimentation
• Medical Prescription
• Online Service Provider
• Operations
• Program Management
• Restricted Stock
• Tableau (Business Intelligence Software)
• Technological Change
• Prioritization
• QlikView (Data Analytics Software)

Job areas

• Technology
• Customer Service & Support
• Management & Leadership
• Software
• Data & Analytics
• Technical Customer Service Manager
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers

More jobs from Amazon