Sr. Product Manager, Amazon Customer Service
Sr. Product Manager, Amazon Customer Service
Posted on :
05-05-2025
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1 Vacancy
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Job Description
Amazons Andon Cord team is looking for an experienced Senior Product Manager to lead initiatives across marketplaces to improve the customer experience. The role is highly collaborative and presents a unique opportunity to build deep telemetry throughout the Andon Cord lifecycle. Our vision is to prevent the recurrence of all customerfacing defects using our technology and engineering muscle as our biggest advantage.
Amazon uses the Andon Cord as a core customer obsession mechanism. We seek to identify and eliminate unsatisfactory purchasing experiences that may edge customers to return items or not return to Amazon. Andon Cord empowers our frontline customer service associates to pull a product off the Amazon website if they think that there is a problem with any of the products sold in addition to statistical and machine learningbased automated pulls. This Sr. Product Manager will build the right telemetry to use defect information to drive customer experience improvements throughout the consumer business. We work with program managers scientists analysts engineers retail partners and defect elimination specialists.
The ideal candidate will have proven leadership experience thrives on ambiguity can drive alignment across teams and is a selfstarter. This person must influence motivate and lead others to meet the demands in a highly customercentric environment. The ideal candidate will be a person who works well with global and crossfunctional teams of senior leaders business managers operations product and data science.
Key job responsibilities
Endtoend ownership of requirements gathering documentation planning and implementation of solutions for Defect elimination.
Communicate and collaborate crossfunctionally across multiple teams in operations technology and planning to define strategic roadmaps while keeping the impact of the solution to all stakeholders in mind.
Create and implement data driven improvements to Amazons Defect elimination effort for our customers.
Design and implementing feedback mechanisms to drive performance and efficiency improvement in processes.
Ability to deep dive and do rootcause analysis using data and create metricsdriven actionable and sustainable solutions for the future.
Monitor KPIs across nodes and analyze their drivers to determine the level and type of engagement required based on the risk to customer experience and utilization of technology.
A day in the life
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!
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
Bachelors degree or equivalent
5 years of product or program management product marketing business development or technology experience
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
Experience in influencing senior leadership through data driven insights
Experience working across functional teams and senior stakeholders
Experience in using statistical analysis to identify issues or opportunities for improvement
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 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.
Amazon uses the Andon Cord as a core customer obsession mechanism. We seek to identify and eliminate unsatisfactory purchasing experiences that may edge customers to return items or not return to Amazon. Andon Cord empowers our frontline customer service associates to pull a product off the Amazon website if they think that there is a problem with any of the products sold in addition to statistical and machine learningbased automated pulls. This Sr. Product Manager will build the right telemetry to use defect information to drive customer experience improvements throughout the consumer business. We work with program managers scientists analysts engineers retail partners and defect elimination specialists.
The ideal candidate will have proven leadership experience thrives on ambiguity can drive alignment across teams and is a selfstarter. This person must influence motivate and lead others to meet the demands in a highly customercentric environment. The ideal candidate will be a person who works well with global and crossfunctional teams of senior leaders business managers operations product and data science.
Key job responsibilities
Endtoend ownership of requirements gathering documentation planning and implementation of solutions for Defect elimination.
Communicate and collaborate crossfunctionally across multiple teams in operations technology and planning to define strategic roadmaps while keeping the impact of the solution to all stakeholders in mind.
Create and implement data driven improvements to Amazons Defect elimination effort for our customers.
Design and implementing feedback mechanisms to drive performance and efficiency improvement in processes.
Ability to deep dive and do rootcause analysis using data and create metricsdriven actionable and sustainable solutions for the future.
Monitor KPIs across nodes and analyze their drivers to determine the level and type of engagement required based on the risk to customer experience and utilization of technology.
A day in the life
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!
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
Bachelors degree or equivalent
5 years of product or program management product marketing business development or technology experience
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
Experience in influencing senior leadership through data driven insights
Experience working across functional teams and senior stakeholders
Experience in using statistical analysis to identify issues or opportunities for improvement
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 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.
Required Experience:
Senior IC
Employment Type
Full-Time
Department / Functional Area
Key Skills
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