Amazons mission is to be Earths most customercentric company and our awardwinning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide worldclass service to customers 24 hours a day 7 days a week and in over 20 languages (and growing).
The Customer Engagement Technologies (CET) organization powers CS by developing elegant Customer and Customer Service Associate facing products globally. These products offer effortless selfservice and automation solutions to our customers. If the customers prefer to interact with a human we enable CSAs to effectively and elegantly solve customers issues using our associate facing products powered through human centered design.
Our team is looking for a talented and experienced Product Manager to work across CET Technical Development Operations UX Design CS Business Verticals (e.g. Digital Devices Shipping and Delivery Services) and other Amazon teams to improve customer and associate product experiences. Specifically you will be continuously rethinking and innovating Amazons Customer Service experiences identifying and prioritizing use cases designing elegant and effective customer journeys and optimizing the seamless integration with text and voice bot solutions and realtime language translations.
You will be part of a Global Product Management team whose innovations and strategies will influence what we build and how we surface information to solve customers issues globally. You will partner with teams of software development engineers data scientists UX designers and researchers to create execute and iterate on experiences to help solve the needs of customers who contact Amazon CS.
Key job responsibilities
A successful candidate is an effective communicator has demonstrated the ability to earn the confidence of stakeholders across a crossfunctional team is datadriven has a strong eye for opportunities and has experience managing complex business and technical problems.
You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams.
You have a strong bias toward datadriven decision making and an innate ability to comprehend how metrics relate to business problems and with each other.
You are willing to experiment fail fast learn and iterate to improve. You recognize and account for the implications of your work to frontline operations.
A day in the life
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include: 1. Medical Dental and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
About the team
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver WorldWide SelfService Automation (SSA) products based on generative AI.
5 years of product or program management product marketing business development or technology experience
Bachelors degree or equivalent
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Experience with feature delivery and tradeoffs of a product
Experience as a product manager or owner
Experience owning technology products
Knowledge of key customer experience metrics and methodology (e.g. NPS)
Experience in influencing senior leadership through data driven insights
Experience working across functional teams and senior stakeholders
Bachelors degree in computer science engineering analytics mathematics statistics IT or equivalent
6 years of end to end product delivery experience
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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
for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124500/year in our lowest geographic market up to $206000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.