Here at Amazon, we embrace our differences. We are committed to furthering our culture of diversity and inclusion of our teams within the organization.
How do you get items to customers quickly, cost-effectively, and-most importantly-safely, in less than an hour? And how do you do it in a way that can scale? Our teams of hundreds of scientists, engineers, aerospace professionals, and futurists have been working hard to do just that! We are delivering to customers, and are excited for what’s to come. Check out more information about Prime Air on the About Amazon blog (https://www.aboutamazon.com/news/transportation/amazon-prime-air-delivery-drone-reveal-photos).
If you are seeking an iterative environment where you can drive innovation, apply state-of-the-art technologies to solve real world delivery challenges, and provide benefits to customers, Prime Air is the place for you.
Come work on the Amazon Prime Air Team!
Prime Air is seeking an experienced a Sr. Product Manager, to build and manage our Customer support and back office tools. At Prime Air Customer Exp team, we are builders, with direct responsibility for providing customers support and building help experiences. We are owners who partner with other builder teams to deliver a cohesive, transparent, actionable, best-in-industry experience that Customers love.
The right candidate will be able to leverage their technical depth to partner closely with engineers and will play a key role in defining and executing on the end to end Customer Support experience. This role will encompass owning and leading the development and integration of essential tools within Amazon’s Customer Service domain. Collaborating closely with key internal/external stakeholders such as Program, SDS, BOSS, AMOS, and other technology partners, s/he will be responsible for outlining the requirements needed for advanced back-office tools. These crucial tools encompass various aspects, including proactive outreach through Salesforce, efficient customer details management via SWIFT, and seamless integration with Prime Air systems through Aviary(CSC). Our overarching goal is to leverage the existing contact management system on our technology stack, AC3 (Aviary), as Amazon’s foundational technology for all Customer Service Associates (CSAs) involved in handling customer interactions.
This role will be builder in enhancing Prime Air Last mile customer support capabilities, thereby elevating the overall customer experience and satisfaction. You will need to dive deeply to understand the different types of issues, their root cause, and the steps and processes that our Support Associates take to resolve them in real time
The successful candidate will be input focused and will have isolated and correlated inputs to achieve impactful outputs, built closed loop processes and measures to ensure adoption of products and processes so that improvements are realized. S/he will also have proven ability to assess situations and guide teams toward both short-term and longer-term systemic changes. The ideal candidate will possess an analytic, statistical and optimization background to enable strategic planning and strategic service initiatives planning. In this role you will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
At Prime Air, we believe innovation should occur throughout the organization. This disruptive leader will stimulate and pioneer innovation and will be an active voice and member of the Prime Air Customer Exp team.
Key job responsibilities
Export Control License: This position may require a deemed export control license for compliance with applicable laws and regulations. Placement is contingent on Amazon’s ability to apply for and obtain an export control license on your behalf.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
BASIC QUALIFICATIONS
– 5+ years of product or program management, product marketing, business development or technology experience
– Bachelor’s degree or equivalent
– 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
PREFERRED QUALIFICATIONS
– Experience in influencing senior leadership through data driven insights
– Experience working across functional teams and senior stakeholders
– Knowledge of key customer experience metrics and methodology (e.g., NPS)
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 $110,700/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. Applicants should apply via our internal or external career site.