Principal Product Manager, Technical, Amazon Customer Service

Principal Product Manager, Technical, Amazon Customer Service

Job ID: 2934898 | Amazon.com Services LLC

The Customer Service Worldwide Defect Elimination (WWDE) organization provides excellent customer experiences for Amazon by remediating issues in real-time, reducing defective products and purchasing experiences, and enabling others through our suite of voice of the customer tools. We build strategic technology and services used by multiple Amazon groups that allow us to rapidly remediate customer issues in real-time and identify defects post contact to resolve the issues across Amazon.

To expand and innovate on this vision, WWDE is seeking a passionate, customer obsessed Principal Product Manager, Technical.

Key job responsibilities

As a Principal Product Manager-Tech you will establish a project intake and prioritization process, gather requirements, drive the product metrics, and own our Quarterly Business Review (QBR) and inputs into wider reporting mechanisms. You will partner with WWDE Program Managers, various business teams, and our data and research science team to identify, surface, and drive improvements for the Customer Experience Impact science models. You will be able to dive deep and apply principles and products that will form an exciting roadmap.

Product management at Amazon is inherently cross-functional. You will need to be an owner of your portfolio, making strategic product decisions grounded in data. You will work closely with business teams, leaders, engineering teams, economists/scientists and business intelligence analysts in an agile development environment to launch new features and experiences. Other key responsibilities include monitoring the execution of the project, providing project progress to stakeholders, and ensuring appropriate levels of product quality and performance.

A day in the life

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

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

WWDE is an organization within Amazon Customer Service (CS) that innovates with technology to remove friction in connecting organizations to customer experiences. Our vision is to be the ultimate steward representing the “empty chair,” empowering CS and Amazon teams to easily measure, listen, and act on customer feedback, ultimately provide a defect-free customer experience. This key role is part of the team that broadly supports defect detection Voice of Customer (VoC), root cause identification and resolution (Andon Cord), and earns back customer trust (Concession). We support these services with a combination of engineering and science.

BASIC QUALIFICATIONS

- Bachelor's degree
- 6+ years of technical product or program management experience
- Experience with feature delivery and tradeoffs of a product
- Experience owning/driving roadmap strategy and definition

PREFERRED QUALIFICATIONS

- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement
- Experience working with scientists and economists

Posted: September 25, 2024 (Updated about 2 hours ago)