Senior Product Manager, CS Operational Excellence

Socket.dev; Seattle (WA); On-site; USD 178,000 - 241,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Amazon is seeking an experienced Product Manager to lead CS rhythm of business and our Operational Excellence team in Seattle, WA. You will own end-to-end initiatives across Customer Service, balancing strategic insight with tactical execution to drive scalable processes and tooling.

You will partner with senior stakeholders, including the head of CS, to deliver impactful operational improvements and measure success with defined KPIs, leveraging AI where appropriate.

Qualifications

• 12+ years of product or program management, product marketing, business development or technology experience.
• 6+ years of team management experience.
• Bachelor's degree required.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and tradeoffs of a product.

Responsibilities

• Rhythm of Business Ownership: Design, implement and manage key Rhythm of Business initiatives that support business operations across CS.
• Strategic Insight: Develop a strong understanding of CS strategy and tactical implementation to inform operationalization of plans.
• Tooling: Design and build our operational excellence tooling strategy and products for CS at scale.
• Team Management and Stakeholder Management: Lead a team of Operational Excellence employees and partner with CS and Amazon.
• Ensure leadership alignment with initiatives and that needs are met by our tools.
• Invent and Simplify: Identify future processes and tooling to drive CS toward goals.
• Data and AI Insight: Define KPIs and leverage AI to solve operations challenges.
• Navigate Ambiguity: Drive clarity and structure in ambiguous business challenges.
• Cross-Team Collaboration: Serve as the connection point across the organization for alignment and execution.

Skills

Product management

Team leadership

Roadmap strategy

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Communication skills

AI tooling awareness

Education

Bachelor's degree

MBA (Preferred)

Job description

Amazon is seeking an experienced Product Manager to lead CS rhythm of business and our Operational Excellence team in Seattle, WA. You will own end-to-end initiatives across Customer Service, balancing strategic insight with tactical execution to drive scalable processes and tooling.

You will partner with senior stakeholders, including the head of CS, to deliver impactful operational improvements and measure success with defined KPIs, leveraging AI where appropriate.