Senior Product Manager - Tech

• 5+ years of relevant work experience in product management and project management.
• Proficient knowledge of Product Management principles and processes.
• Experience developing internet products and technologies.
• Ability to communicate effectively with both technical and non-technical individuals.
• Successful track record of coordinating between multiple project stakeholders, technical program managers, and software development teams.
• Ability to deal well with ambiguous/undefined problems; think abstractly; learn, adapt and innovate.
• Proven track record of learning by quick experimentation (and sometimes failure), and then scaling
• Proven track record of strong delivery of results by working both independently and collaboratively with global teams as appropriate

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 15 languages (and growing).

The CS Product and Technology organization powers CS by developing cloud-based contact center products. Our contact center technology is used by CSAs around the world to power millions of customer conversations

The CS Product and Technology Team is looking for a Senior Product Manager to define and execute our roadmap for customer service call center management products, working across CS Technical Development, AWS Technical Development, Operations, Machine Learning, and CS Business Verticals (e.g. Digital, Shipping and Delivery Services). Specifically, you will be identifying and prioritizing features required to scale CS global call center management products on a cloud based infrastructure, allowing CSAs handle customer contacts anywhere in the world.

You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of software development engineers, and technical program managers to execute and iterate on solve the needs of customers who contact Amazon CS.

A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment, fail fast, learn and iterate to improve. You understand and account for the implications of your work to frontline operations.

• Master’s degree in business, engineering, or a related field.
• Agile/scrum certification
• Demonstrated ability to influence across a large, multi-faceted organization