Sr PMT, Customer Experience, Amazon

Job description

from Amazon careers

Here at Amazon, we embrace our differences. We are committed to furthering our culture of diversity and inclusion of our teams within the organization.

How do you get items to customers quickly, cost-effectively, and—most importantly—safely, in less than an hour? And how do you do it in a way that can scale? Our teams of hundreds of scientists, engineers, aerospace professionals, and futurists have been working hard to do just that! We are delivering to customers, and are excited for what’s to come. Check out more information about Prime Air on the About Amazon blog (https://www.aboutamazon.com/news/transportation/amazon-prime-air-delivery-drone-reveal-photos).

If you are seeking an iterative environment where you can drive innovation, apply state-of-the-art technologies to solve real world delivery challenges, and provide benefits to customers, Prime Air is the place for you.

Come work on the Amazon Prime Air Team!

Prime Air is seeking a Sr. Product Manager Tech to develop our customer service experience. This includes working with customer service back-end teams to develop tooling for our representatives, and AI tooling for self-service customer solutions. The role is responsible for developing technology to analyze Prime Air customer-contacts to surface issues to product and development teams, and drive solutions themselves. This role requires the ability to identify opportunities within the noise of customer contact data, and influence technical organizations to address issues. You will have the opportunity to have a significant impact on our future customers and business as we scale.

Successful candidates will have a strong sense of customer obsession, dive deep, ownership, and a demonstrated track record of driving cross-functional projects. You should be comfortable with a degree of ambiguity and innovating in a new industry on behalf of our customers. It will be critical to work backward from the customer, establish mechanisms to collect data and/or anecdotes, and define direction to optimize the shopping funnel. For this role, you will work closely with engineering, product management, UX design, legal and finance. You will be required to work through trade-offs and prioritization conversations with tech stakeholders to drive the right long-term strategic vision for the program and customers.

Key job responsibilities
- Launch net-new shopping experiences for drone delivery customers
- Establish mechanisms to better understand our customers, what’s working well, and pain-points within the CX.
- Own the roadmap strategy/definition based on customer insights and prioritize features/enhancements based on customer and business impact.
- Work cross-functionally with internal stakeholders and key external partner teams to drive buy-in and influence roadmaps.
- Work with the Regulatory, Legal and Public Policy teams to make key customizations to meet requirements from international governing bodies.
- Identify opportunities to scale initiatives and/or drive optimizations across our future international launches

Basic Qualifications

- 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
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Preferred Qualifications

- 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