Senior Product Manager Technical, Amazon Customer Service

Amazon; Vancouver; On-site; CAD 128,000 - 214,000; Full time

Job summary

Amazon is seeking a Senior Product/Program Management professional to define and execute the roadmap for customer service call center management products within the Network Solutions org. You will collaborate with CS Technical Development, AWS Technical Development, Operations, and retail verticals to scale CS global call centers on a cloud-based infrastructure.

You will partner with software engineers and technical program managers to translate customer needs into prioritized features, using

Qualifications

• Bachelor's degree is required.
• 3+ years of technical product or program management experience.
• Experience managing technical products or online services.
• Experience representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning.

Responsibilities

• Communicate effectively across cross-functional teams and stakeholders at all levels.
• Drive data-informed decision making by leveraging metrics.
• Champion customer obsession by synthesizing requirements from multiple business teams.
• Demonstrate bias for action—experiment, fail fast, learn, and iterate to improve outcomes.
• Translate data into actionable insights and understand how metrics relate to business problems.
• Account for downstream implications of decisions on frontline operations.
• Work hands-on with ambiguous or complex requirements across the organization.

Skills

Cross-functional collaboration

Data-informed decisions

Customer obsession

Bias for action

Education

Bachelor's degree

Tools

Tableau

QlikView

QuickSight

Job description

Amazon’s mission is to be Earth’s most customer-centric company, and our Amazon Customer Service (CS) organization is an essential part of that mission. CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 22 languages.

The Network Solutions org within CS is inventing the service network of the future, anticipating needs and adapting in real-time to create effortless and personalized customer experiences that redefine the customer service operating model at scale.

The Journey Management (JM) Team within Network Solutions is looking for a Senior PMT to define and execute our roadmap for customer service call center management products. This role will work across CS Technical Development, AWS Technical Development, Operations, and retail business verticals.

Key job responsibilities

• Communicate effectively across cross-functional teams, earning trust with stakeholders at all levels
• Drive data-informed decision making, leveraging metrics to identify, frame, and solve complex business challenges
• Champion customer obsession by navigating and synthesizing requirements from multiple business teams
• Demonstrate a strong bias for action — willing to experiment, fail fast, learn, and iterate to improve outcomes
• Understand how metrics relate to business problems and to each other, translating data into actionable insights
• Account for the downstream implications of decisions on frontline operations
• Roll up sleeves to get hands-on with ambiguous or complex requirements across the organization

A day in the life

You will be identifying and prioritizing features required to scale CS global call center management products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers.

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 to meet the needs of customers who contact Amazon CS.

Basic Qualifications

• Bachelor's degree
• 3+ years of technical product or program management experience
• 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. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 128,100.00 - 214,000.00 CAD annually