Principal Product Manager, Amazon Customer Service

Amazon.com; Seattle (WA); On-site; USD 162,000 - 219,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a Principal Product Manager for Amazon Customer Service to lead a revamp of its physical network. You will work across Service Delivery, Tech, Product and Capacity Planning to set strategic direction and implement changes in our buildings to improve customer and associate outcomes.

You will design spaces for optimal work flow, partner with Global Real Estate to procure or remodel spaces, and earn stakeholder trust while guiding change.

Qualifications

• 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• 5+ years of change management experience

Responsibilities

• Lead Amazon CS revamp of its physical network across buildings.
• Collaborate with Service Delivery, Tech, Product and Capacity Planning to define strategic direction.
• Design spaces and buildings to facilitate customer issue resolution and associate engagement.
• Partner with Global Real Estate to procure/build floors and implement standards.
• Earn stakeholder trust and help manage change as we adopt new ways of working.
• Draft communications and strategic proposals for stakeholders and leaders.
• Be hands-on and drive progress to realize the vision.

Skills

Product management

Program management

Roadmap strategy

End-to-end delivery

Change management

Executive communication

Education

Bachelor's degree

Job description

Principal Product Manager, Amazon Customer Service

Job ID: 10593937 | Amazon.com Services LLC

This role will lead Amazon Customer Service through a revamp of its physical, brick and mortar network, using established and novel design principles to optimize the customer and associate experience and outcomes through our building design. We're thinking about buildings in new ways and how we can design our buildings to facilitate the optimal flow of work (and vice versa) to lead to more positive outcomes for our customers and increase associate engagement and development.

You will work across our Service Delivery, Tech, Product and Capacity Planning teams to formulate Amazon's strategic direction for the customer and associate experience, and then implement those changes within our existing footprint. This role will require someone highly familiar with managing global complexity, product and user experience design, and earning the trust of their global stakeholders.

Key job responsibilities

• Communication and collaboration are key. You will partner across tech, product, UX, policy, capacity planning, Finance, HR, etc.. to formulate and implement Amazon's CS strategic direction in its physical network
• Working back from the customer, design our working spaces and buildings to facilitate customer issue resolution and associate. engagement
• Partner with Global Real Estate teams to potentially procure new buildings and/or floors, design workspaces, and implement global building standards
• Become intimately familiar with the associate and customer experience to earn stakeholder trust and help manage change as we formulate new ways of working
• Draft communications and communication plans to faciliate said change
• Draft and present strategic proposals to stakeholders and leaders for discussion and approval
• Be comfortable rolling up your sleeves and getting stuff done to move your vision forward.

About the team

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.

Basic Qualifications

• 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• 5+ years of change management experience

Preferred Qualifications

• Experience owning technology products
• Experience producing executive-level written materials and presenting to executive audiences

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.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 161,900.00 - 219,000.00 USD annually