Sr. Product Manager - Tech, Seller Customer Service

DESCRIPTION

Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences using Artificial Intelligence? Then we're looking for you!

As a Sr. Product Manager - Tech on the Seller Customer Service (CS) team, you will play a pivotal role in providing Selling Partners (SPs) with the tools and insights they need to ensure that Buyers receive satisfying resolutions to their CS inquiries as quickly and efficiently as possible. The successful candidate will be exceptional at working backwards from customer to understand their journey, is skilled at communicating with both technical and business leaders, is capable of managing difficult cross-functional projects/goals, effectively influences across teams, and leveraging data to inform decisions and strategy. Success in this role is defined by delivering experiences that increase customer productivity, delivering concrete business outcomes that accelerate the Amazon flywheel.

Key job 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 Business Requirements Documents (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 survey’s to enhance the overall product and delight customers

About the team
The Seller Customer Service team's mission within the Selling Partner Services (SPS) organization is to provide Selling Partners (SPs) with the tools and insights they need to operate and grow their businesses, while ensuring that Buyers receive swift and satisfying resolutions to their customer service inquiries. These tools and insights help SPs thrive, empowering them to proactively address customer issues, reduce costs, and scale their businesses.

BASIC QUALIFICATIONS

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