Senior Product Manager, AI-Powered Customer Support

Amazon; Detroit (MI); On-site; USD 151,000 - 205,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

RSUs

Job summary

Amazon is seeking a Sr. Product Manager - Tech for the Seller Customer Service team in Detroit, MI. Lead product strategy and roadmap, partnering with engineering, AI/ML, and UX to deliver innovative support experiences and swift resolutions for Buyers.

You’ll influence executives and mentor peers while leveraging data to drive impactful business outcomes. The role emphasizes ownership of end-to-end delivery, cross-functional collaboration, and the use of AI/ML to enhance knowledge discovery and

Qualifications

• Bachelor's degree required.
• 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 representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning.

Responsibilities

• Define business goals, develop a roadmap of projects to achieve your goals, identify risks, and develop mitigation strategies.
• Deliver Three-Year Plans, PRFAQ for new large initiatives, and BRD for project requirements.
• Prioritize and manage the product backlog, balancing short- and long-term goals.
• Oversee product development, from research and requirements through to launch.
• Leverage AI/ML technologies to improve knowledge discoverability, accuracy, and personalization.
• Ensure seamless integration with Amazon's CS ecosystem.
• Influence senior leaders, peers, stakeholders and effectively communicate updates, vision, and progress.
• Mentor other product managers and collaborate with engineering, AI/ML, UX, and cross-functional stakeholders.
• Utilize data analytics to define success metrics and drive decisions.
• Gather insights from CS interactions and post interaction surveys to enhance the overall product and delight customers

Skills

Roadmap strategy

Cross-functional leadership

Engineering collaboration

Product delivery

Executive stakeholder management

Education

Bachelor's degree

Tools

Tableau

QlikView

Amazon QuickSight

Job description

Amazon is seeking a Sr. Product Manager - Tech for the Seller Customer Service team in Detroit, MI. Lead product strategy and roadmap, partnering with engineering, AI/ML, and UX to deliver innovative support experiences and swift resolutions for Buyers.

You’ll influence executives and mentor peers while leveraging data to drive impactful business outcomes. The role emphasizes ownership of end-to-end delivery, cross-functional collaboration, and the use of AI/ML to enhance knowledge discovery and