Description

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 Product Manager -Technical to join the Customer Engagement Technology (CET) Team within Customer Service (CS). You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) 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 work streams 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 in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You will work on large, important product initiatives and define the long-term strategy to meet emerging customer needs and technologies.

In this role, you are expected to collaborate with product and engineering stakeholders to create opportunities that will minimize redundancy across customer service while building GenAI powered CS tools that Amazon organizations can use to develop LLM customer service experiences for their specific customers.

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. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure, and handover.

Key job responsibilities

• 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.

• Measure and analyze existing products for opportunities to innovate and improve, providing additional benefits to customers.

• 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.

• 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.

• 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.

• Influence senior leaders across Customer Service and communicate Amazon AI’s vision, strategy, goals, status, and customer impact.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

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:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

Join our team of product leaders, scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.

Basic Qualifications

• Bachelor's degree

• 7+ years of technical product or program management experience

• 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

• Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent

• Experience in building and driving adoption of new tools

• Experience with concepts such as system architecture, optimization, system dynamics, system analysis, statistical analysis, reliability analysis, and decision making

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.