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, building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality, redefining the customer service operating model at scale.
The Journey Management (JM) Team within Network Solutions is looking for a Senior PMT to drive the
product strategy and roadmap for Journey Completion the learning and corrective
arm of Journey Management, continuously improve service quality driving optimal customer experience. You will own the vision and
product strategy for AI/ML powered CS Match quality and flywheel for continuously driving optimal customer experience. You will own defining
experimentation and influence business outcomes driving cross-org collaboration and synergies with 5+ partner teams.
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.
About the team
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.
- 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
- 4+ years of product or program management, product marketing, business development or technology experience
- 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
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 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. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually