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.
The Customer Engagement Technologies (CET) organization powers CS by developing elegant Customer and Customer Service Associate (CSA) facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers’ issues using our associate facing products powered through human centered design.
Our team is looking for a talented and experienced Senior Technical Product Manager to work across CET Technical Development, Operations, UX Design, CS Business Verticals (e.g. Digital Devices, Shipping and Delivery Services) and other Amazon teams to improve customer and associate product experiences. Specifically, you will be continuously re-thinking and innovating Amazon’s Customer Service experiences, identifying and prioritizing use cases, designing elegant and effective customer journeys, and optimizing the seamless integration with text and voice bot solutions and real-time language translations.
You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to help our CSAs solve customer problems globally. You will work directly with our science team to determine what products we should build to help CSAs solve problems and reduce the total customer handling time. In this role, you are expected to collaborate with WWCS product and engineering stakeholders to utilize LLMs within our newly redesigned world class customer service associate interface to help CSAs communicate with customers in any language and resolve customer issues quickly and efficiently.
A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.
Key job responsibilities
- A successful candidate is an effective communicator, has demonstrated the ability to earn the confidence of stakeholders across a cross-functional team, is data-driven, has a strong eye for opportunities and has experience managing complex business and technical problems.
- 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 comprehend how metrics relate to business problems and with each other.
- You are willing to experiment, fail fast, learn and iterate to improve. You recognize and account for the implications of your work to frontline operations.
- Measure and analyze existing products for opportunities to innovate and improve.
A day in the life
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: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 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!
About the team
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- 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
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools