Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers.
The Customer Facing Solutions (CFS) organization powers CS by developing elegant customer-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using our associate-facing products powered through human-centered design. This Sr. Product Manager – Tech role is leading these efforts for Amazon Business customers.
We are seeking a Sr. Product Manager - Tech to lead our customer-facing homepage and chat experience for Amazon Business customers and define strategies for customer discovery, intent, and resolution paths that enable world-class automation of CS experiences. As the product owner, you will be asked to prioritize key capabilities, define requirements for the customer experience, and build the launch plan to expand these capabilities globally. Your focus will be on building the vision for self-service and automation CS experiences specifically for the self-service registration business customers, the largest Amazon Business customer segment.
Key job responsibilities
- Define strategies for customer discovery, intent, and resolution paths that deliver a world-class, delightful chat experience with customers.
- Partner with CS Technical Development, Operations, Machine Learning, UX Design, CS Business Verticals (Consumer, Digital, Shipping and Delivery Services), and other Amazon teams to define the intersection points where we choose to hand off to a human.
- Define and prioritize the key feature sets to build LLM-based solutions that enable a high-quality, automated experience.
- Collaborate with cross-functional teams including software development engineers, machine learning scientists, data scientists, UX designers, and researchers to create, execute, and iterate on customer experiences.
