Sr. Product Manager - Technical, Amazon Customer Service

Job description

Do you want to work hard, have fun, and make history? Do you think fast, dive deep, and get things done? Are you passionate about solving large scale customer and business problems? If so, then we're looking for you! Amazon's Customer Experience Improvement (CXI Tech) team is looking for an experienced and highly motivated Senior Product Manager - Technical to re-define the way we detect and resolve defects. CXI Tech owns ARCADE, a multi-tenant defect elimination system designed to leverage AI to eliminate root causes of systemic customer defects in near-real-time. It supports Andon Cord, the foundational Amazon customer obsession mechanism established by Jeff Bezos. We seek to identify and eliminate unsatisfactory purchasing experiences that may cause customers to return items or not return to Amazon. This role requires you to re-imagine the way we leverage customer interactions/feedback for defect identification and the actions we take for reliable downstream defect resolution for an improved customer experience throughout the consumer business. We work with a dedicated team of scientists, engineers, analysts, program managers, and stakeholders including Retail partners and defect elimination specialists. Candidates for this role have a track record of moving seamlessly between defining an ambitious, customer-centric, north star vision…