This role has the unique opportunity to shape the contact handling experience for one of the largest and most complex customer service operations in the world. As a Principal Product Manager in Tech, you will own the product strategy for our long-term solution, working backwards from our users to define an end-to-end experience that reduces effort for Amazon Stores consumers, package delivery drivers, and customer service associates.
With your expertise in product strategy and user experience design, your thought leadership will ensure that SDS associates are empowered with world-class capabilities to solve delivery-related defects. You will work across a wide range of internal and external tech teams and with a range of stakeholders, including Business Intelligence peers, program managers, and operations owners, to validate the problems to solve, identify areas of improvement and business requirements. You will ensure that your product is designed to foster innovation and generate data-driven decision-making at high speed and drive positive CSA behaviors, leading to consistent improvements in customer experiences. Ultimately, your vision and expertise will transform Amazon’s ability to provide exceptional customer service.
Objectives of this role:
- Drive the product development lifecycle of the SDS contact handling solution for reactive and proactive delivery-defect-related issues, from ideation to launch and beyond.
- Gain deep understanding of customer needs, SDS business and operations strategy, and the WWCS and Last Mile technology landscape to identify the most impactful opportunities for innovation
- Develop high-quality product requirements and user stories that effectively communicate the product vision and enable UX designers and technical teams to efficiently create and deliver the product.
- Collaborate with Business Intelligence to define product success metrics, ensure that product efficacy is measurable, and apply best practices for experimentation and evidence-based decision making to optimize the product’s impact on customer service and experience.
- Create and maintain the product roadmap for short-term and longer-term intervals, aligning with stakeholders and balancing tradeoffs to maximize value for customers and the business.
- Evaluate new product ideas and opportunities to reduce user effort across the entire funnel, and drive innovation by exploring new technologies and methods.
- Own the product line with an entrepreneurial mindset, taking responsibility for the success of the product and driving innovation through effective collaboration with cross-functional teams.
Key job responsibilities
• Drive the execution of all processes in the product lifecycle, from ideation to product launch. This includes conducting user research, journey mapping, and sprint planning, as well as developing product requirements and roadmaps.
• Create product strategy documents that describe the problem to solve, scenarios and use cases, technical and business intelligence requirements, and acceptance criteria.
• Collaborate closely with technical teams to identify optimal solutions, challenge technical design and estimates, ensuring that the product meets the needs of our customers.
• Partner with UX and engineering in the development, QA, and release of products, and balance trade-offs to ensure delivery while maintaining the highest-quality product experience
• Work with Program, Operations, and Training teams to support change management and go-to-market success and run-the-business performance.
• Represent your product updates in various business reviews, both monthly and quarterly.
About the team
Amazon’s Shipping and Delivery Support (SDS) provides customer value by combining expertise in Amazon transportation services with the scale and support infrastructure of World-Wide Customer Service (WWCS). In SDS we work to eradicate defects, obsess over customers and delivery drivers experiencing exceptions, and invent solutions leveraging the power of WWCS and Amazon transportation technologies. SDS owns the driver and recipient support experience; provides the tools, processes, and people that enable self-service, automated, and human interactions; and incubates support for new businesses and de-specializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers, worldwide, solving complex transportation opportunities for our Customer Support Associates (CSAs) and Customers.
BASIC QUALIFICATIONS
- Bachelor’s degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience technical product management
- Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
PREFERRED QUALIFICATIONS
- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement
- Experience working with and influencing senior level 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $144,000/year in our lowest geographic market up to $279,900/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. Applicants should apply via our internal or external career site.