Senior Product Manager, Amazon Customer Service

Job description

We are seeking a Senior Product Manager to drive the Customer Service Perception Framework, a critical measurement for driving investment and capturing delight across several teams in our organization. An ideal candidate will have experience leading high-impact strategic initiatives, background in tech product management, fluency in analytics, and experience building and launching products. This role is inherently cross-functional - you will work extensively within Customer Service across product, tech, operations, program, and science teams. The successful candidate will be an independent thinker, be able to communicate persuasively, and comes with a strong bias to get things done. This role will be a good fit if you are a builder who thrives under the responsibility of creating product vision, tech execution, large-scale organizational impact, and an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast, learning, and building again - as this is a new space that will require rapid prototyping to get things "right". Key job responsibilities - Own the end-to-end product lifecycle for Customer Service Perception Framework, from vision and strategy through requirements definition, development, roadmap planning, design, launch, adoption, governance, and continuous improvement. - Build and manage a perception…