Amazon - Senior Product Manager

Mandatory: Experience in Customer facing products and willingness to relocate to Bangalore

The CS Consumer Tech and Product (CTAP) team at Amazon owns all key post-order customer engagement touch-points and is constantly innovating on behalf of its customers to reduce customer effort. In this role, we are looking for a tenured product leader to drive the overall vision, roadmap, and execution across a suite of post-order Automation products within the Customer Service organization.

The responsibilities for a Sr. Product Mgr. with CTAP will include:

- Innovating on behalf of our customers who are seeking support for a problem or question by improving the customer experience.

- Defining and leading cross-functional improvement/change initiatives related to the customer experience.

- Defining customer experience product roadmaps and developing workflow scenarios across a number of customer experience scenarios.

- Evangelizing and gaining buy-in for the strategy and roadmap from partner teams by writing narratives that influence peers and senior management.

- Developing user experience goals, stories and requirements that can be used to create notifications product specifications.

- Developing success and service health metrics related to adoption and efficacy of the products.

- Collaborating with design, engineering, usability and program management teams both within customer service and across the company to test and launch features and products accessible anywhere and anytime.

- Driving definition of scope and manage business case development and approval, requirements gathering/creation, prioritization, design review, and launch readiness.

- Delivering results that align to customer needs and business goals.

A successful candidate will have:

- Experience with designing customer-facing products or services.

- A broad perspective on the overall customer retail experience from discovery to post-order to consumption

- Demonstrated ability to use quantitative and qualitative data to prioritize and influence work prioritization

- Results that shows creativity and innovation

- Proven ability to think strategically and execute methodically.

- Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is desired.

- Demonstrated strong attention to detail including precise and effective customer communications

Our charter is to own and enhance the post-order CX across Consumer marketplaces. We work on a range of products such as SPACEBridge, SmartRouting, Voice and Chat-Bot, Self-Service Solution Cards, Notifications on Email/SMS/Push, Your-Orders, Progress-Tracker, and Caracara.

Basic qualifications

- Bachelor's degree or higher with a technical discipline

- 7+ years of product management experience

- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment

- Experience leading cross-functional teams to deliver products and projects on tight deadlines

- Experience coordinating complex product development cycles and software development schedules

- Broad technical breadth and depth including familiarity across mobile and web offerings

- A distinguished track record of working effectively with people across a complex organization to create and launch innovative, successful solutions