Principal Product manager, Corp – Customer Service – Customer Engagement Technology

DESCRIPTION

If you are someone who is highly self-motivated, has strong customer centric mindset combined with a solid product management background, and a bent for driving strategic initiatives and delivering top-notch products, this role is for YOU!

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service – Customer Engagement Technology (CS-CET) organization is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 22 languages (and growing).

CS-CET Product and Technology organization powers CS by developing cloud-based contact center products. Our contact center technology is used by CSAs around the world to power millions of customer conversations.

Contact Center Management Solution Team within CS-CET is looking for a Principal Product Manager to define and execute our roadmap for customer service call center management products, working across CS Technical Development, AWS Technical Development, Operations, and CS/Non-CS Business Verticals.

Specifically, you will be identifying and prioritizing features required to scale CS global call center management products on a cloud based infrastructure, allowing CSAs handle customer contacts anywhere in the world.

A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, and has experience managing complex business challenges. 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 understand how metrics relate to business problems and with each other. You are willing to experiment, fail fast, learn and iterate to improve. You understand and account for the implications of your work to frontline operations.

Key job responsibilities

Lead Product Definition – Own and drive the customer working backwards strategy, tenets, long-term goals and working backwards documents including customer and market feedback, competitive analysis and business metrics to inform direction.

Define Product Vision – Including future roadmap, investment, innovation and experimentation.

Lead Technology Vision – Work with technology teams to align development with product roadmap.

Lead Product Launch – Own the GTM plan to deliver results that ensure the customer and business goals are met in operational launch plans.

Lead Product Operations – Including monitoring and response to customer feedback, continuous product improvement and business growth.

Lead interaction with Cross Functional Teams – Including working closing with high-energy team consisting of Engineers and Program Managers and executive leadership, making tradeoffs based on customer requirements, QA/testing of the product.

A day in the life

In this role you will track deliverables of our engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will work with AWS and other partner organizations to strategize on the vision and roadmap for CS and help drive execution. You will be responsible for key work streams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.

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!

Benefits Summary:

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

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 on solve the needs of customers who contact Amazon CS.

BASIC QUALIFICATIONS

• 10+ years of product or program management, product marketing, business development or technology experience
• 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
• Bachelor’s degree
• 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

PREFERRED QUALIFICATIONS

• Experience owning technology products

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145,700/year in our lowest geographic market up to $240,900/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.

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