Sr Mgr Prod Mgmt-Tech, CS-AI (L7), Customer Service Tech
Job ID: 2686658 | Amazon.com Services LLC
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon’s products using Artificial Intelligence? Then we're looking for you!
We are seeking a Sr Mgr, Product Management to join the Customer Engagement Technology (CET) Team. As a Sr Mgr, you will manage and be responsible for a team of product managers tasked with understanding customer needs and delivering some of our most strategic roadmap items which will have significant bottom-line impact on business and competitive position. You will work on large, important product initiatives and define the long-term strategy and vision to meet emerging customer needs and technologies.
In this role you will lead a team that will develop our product vision for using GenAI to revolutionize how customers interact with Customer Service. You will be responsible for developing a vision on how we will use LLMs through touch, text and voice channels to solve customer problems through engaging with our automation and solving their issues faster than going to a human. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objectives and adhere to business plans towards shared goals. You will be responsible for key workstreams including strategic vision setting, market and competitive analysis, customer research, business reviews, engineering and science roadmap 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.
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.
The ideal candidate will have experience in managing large scale customer facing chatbots and/or webpages that guide customers through workflows to resolve their issues.
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.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You also must have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
• Manage a team of product owners that are responsible for defining product vision, strategy, requirements for our customer service automation roadmap.
• Define and drive the multi-year vision for the product portfolio.
• Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
• Deliver long-lasting foundational systematic solutions that pave the way for effective use of LLMs.
• Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.
• Deliver 3YP, Vision, PRFAQS, and BRD docs.
• Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
• Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.
• Influence senior leaders across Amazon and communicate Amazon AI’s vision, strategy, goals, status, and customer impact.
A day in the life
In this role you will track deliverables of our science and 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 be responsible for key workstreams 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:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
BASIC QUALIFICATIONS
- Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
- 10+ years of technical product or program management experience
- 7+ years of team management experience
- Experience in a high-performance start-up or incubation effort within a larger company
- Experience leading cross-functional software development teams, operations, UX Designer and other Product Managers
- Experience working with Generative AI products.
PREFERRED QUALIFICATIONS
- MBA
- Strong technical acumen and understanding of emerging disruptive technologies, like Generative AI, IoT, NFC, etc
- 10+ years of team management experience.
- 10+ years of tech program management experience.
- 10+ years of end to End product delivery experience.
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.
