Sr Manager, PMT, CS

Amazon Inc.; Hyderabad; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

Amazon Inc. is seeking a customer-obsessed product leader for the Dynamic Andon Response Team (DART) within Amazon Customer Service. The role focuses on reducing wasteful usage, improving customer experience, and guiding program managers, product managers, quality managers, and business analysts toward a strategic vision.

You will lead cross‑functional teams to drive impactful, data‑driven changes. You will analyze complex customer friction data, build cases for improvements, and influence

Qualifications

• 6+ years of team management experience.
• Bachelor's degree.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and tradeoffs of a product.

Responsibilities

• Lead multiple teams to reduce customer escalations and improve CX.
• Analyze customer friction data to identify opportunities and build a case for improvements.
• Create dashboards and tools to surface customer impact and track progress.
• Influence senior leaders to prioritize and address systemic CX issues with strong analytics.
• Own the DART Usage Rate improvement vision and drive organizational change.
• Write and present clear narratives to drive alignment and decision‑making.

Skills

Team management

Roadmap strategy

Product delivery

Stakeholder alignment

Data-driven decision making

Communication

Education

Bachelor's degree

Tools

Analytics dashboards

Job description

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

We are looking for a customer-obsessed product leader to join us as a leader for the Dynamic Andon Response Team (DART) org within Customer Service. You will lead our team of program managers, product managers, quality managers and business analysts who dig deep into peer‑to‑peer consultation and customer escalations, trace it back to its source, and drive upstream and downstream product and programmatic improvements to DART Usage. Your teams will own the roadmap of DART strategic initiatives primarily focused on technical solutions to eliminate wasteful usage for DART and enhance CX for DART escalations.

Key job responsibilities The role requires someone who can use significant expertise and high judgment to distill diverse inputs from customers, DART specialists and stakeholders to set a vision and design the right long‑term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will work across multiple organizations and leadership to influence and achieve consensus on priorities.

You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers. Your teams will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results.

This is the right role for you if:

• You can handle significantly complex problems and efforts, with the ability to see both visible and not‑yet‑visible risks.
• You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders.
• You can work strategically to determine where resources are best applied while actively working to remove bottlenecks.
• You create scalable mechanisms and best practices while effectively influencing and force multiplying across organizations.
• You have deep customer obsession and can translate that into measurable improvements in customer experience.
• Lead multiple teams to improve customer experience by proactively identifying and eliminating sources of customer escalations and associate consult contacts.
• Own the DART Usage Rate improvement vision and create scalable mechanisms to drive organizational change.
• Establish data‑driven approaches to surface customer pain points and drive upstream action across organizations.
• Influence senior leaders to prioritize and address systemic customer experience issues causing escalations through high‑quality analytics and communication.
• Advocate for customers in product, design, and operational decisions across organizations.
• Deliver measurable outcomes aligned with organizational goals.
• Write and present clear narratives to drive alignment and decision‑making.
• Coach and develop high‑performing teams while creating leadership opportunities.

Basic Qualifications

• 6+ years of team management experience
• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product

Preferred Qualifications

• Experience delivering consumer software products and services in a high growth environment

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.