Principal Product Mgmt-Tech, Customer Service Technology id-6575

January 31, 2025

Description

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

We are seeking a Principal Product Manager Tech to join the Customer Engagement Technology (CET) Team. You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to revolutionize how customers interact with Amazon Customer service. You will work directly with our science team to determine what products we should build to help resolve customer issues and reduce the total customer handling time. You will also own developing the roadmap and templates to train the LLM models. You will be a thought leader and innovator within the organization.

The mission of the CET team within Customer Service is to create earth’s 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.

In this role, you are expected to collaborate with WWCS product and engineering stakeholders to utilize LLMs within our newly redesigned world class customer service associate interface to help CSAs communicate with customers in any language and resolve customer issues quickly and efficiently. This position will be responsible for product strategy, roadmap creation, business case development, financial analysis, and resource scoping for a suite of GenAI products. A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.

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Key job responsibilities

Define and drive the multi-year vision for the product portfolio
Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
Measure and analyze existing products for opportunities to innovate and improve.
Deliver long-lasting foundational systematic solutions that pave the way for effective use of LLMs
Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.
Deliver a 3YP (Three-Year Plan) for long-term goals, PRFAQ (Press Release FAQ) to refine new initiatives, and BRD (Business Requirements Document) for project requirements.
Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.
Influence senior leaders across Amazon and communicate Amazon AI’s vision, strategy, goals, status, and customer impact.
Mentor other product managers.

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, full-time employees include:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan

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!

About The Team

This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact, ensuring customers can either resolve via self-service (e.g., Chatbot) or connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively routes the customers to the quickest resolution, as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals

Basic Qualifications

Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
7+ years of end to end product delivery experience
7+ years of product or program management, product marketing, business development or technology experience
7+ years of technical product or program management experience
Experience leading cross-organizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority
Experience working with and influencing senior level stakeholders

Preferred Qualifications

10+ years of technical product or program management experience
10+ years of product or program management, product marketing, business development or technology experience
10+ years of end to end product delivery experience
Master's Degree in Business/Engineering/Analytics

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

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