Senior Product Manager, Amazon Customer Service

Do you want to work hard, have fun, and make history? Do you think fast, dive deep, and get things done? Are you passionate about solving large scale customer and business problems? If so, then we’re looking for you!

Amazon's World-Wide Defect Elimination (WWDE) team within Amazon Customer Service (CS) is looking for an experienced and highly motivated Senior Product Manager to re-define the way we detect and resolve defects. Andon Cord is a foundational Amazon customer obsession mechanism established by Jeff Bezos. 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 front-line customer service agents 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 learning-based automated pulls. This role requires you to re-imagine the way we leverage customer interactions/feedback for defect identification to enable more reliable downstream defect resolution that drives customer experience improvements throughout the consumer business. We work with program managers, scientists, analysts, engineers, Retail partners, and defect elimination specialists.

Candidates for this role have a track record of moving seamlessly between defining an ambitious, customer-centric, north star vision and working tactically to test, iterate, and deliver the right solutions. They ground their product vision in research, experimentation, and data analysis. They have strong business acumen, analytical skills, and comfort working with large, complex data sets. They are persistent in seeking answers to hard problems and developing multifaceted solutions. They balance being scrappy and frugal with maintaining highest standards and scalability.

As Senior Product Manager, you thrive in an entrepreneurial, highly ambiguous, and cross-functional environment. You possess a successful product management and business strategy background. You have experience in developing collaborative relationships and influencing individuals and teams. You place the customer at the center of your product strategy, and leverage data-driven analyses and insights to make decisions.

Key job responsibilities
In this role, you will be responsible for building the tools to capture and report the detailed defect lifecycle telemetry data building measurement architecture and experimentation frameworks to drive continuous improvement. You will lead requirements gathering, prioritization of feature development, and own driving product metrics and business outcomes. You will partner with WWDE program managers, business leaders, and software engineers, as well as our data and research science teams to identify opportunities, develop strategies, and launch new products and features that drive large scale impact. The role is global in nature and will work with teams in other markets to deploy solutions worldwide.

You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. This position has a high degree of visibility, so you will need to be able to communicate clearly and compellingly at all levels of the company. You should have a positive attitude, collaborative work style, and strong work ethic; you will work fast and smart, and adapt and iterate quickly.


A day in the life
On a daily basis, in addition to working with teams in WWDE, you'll have a chance to work across the many teams, functions, and business verticals that contribute to Amazon’s growth. You will work closely with senior leaders across Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including product strategy and delivery (PRFAQs, BRDs), stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re 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, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan- Bachelor's 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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on 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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.