Sr. Product Manager - Tech, Seller Customer Service

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

Preferred qualifications

- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

- 5+ years of product or program management, product marketing, business development or technology experience

- 5+ years of end to end product delivery experience

- Experience in knowledge management, content management, or AI-driven search solutions

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 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, MI, Detroit - 151,200.00 - 204,600.00 USD annually