Job Information
Amazon Senior Product Manager, Amazon Customer Service in Seattle, Washington
Description
Have you ever thought about what it takes to provide millions of customers with support across multiple social media handles, globally, while protecting their privacy and security? The Customer Service - Social Media organization is looking for a product manager who can thrive in a diverse, global team, and is passionate about building simple but elegant solutions that raise the customer experience bar.
We’re looking for someone to define and deliver the long-term plan that helps us support customers across multiple social media apps, regardless of the type of help they are looking for. This role will influence our mental models about who we support, where we support, and how we support. You'll ensure we’re building solutions that consider the social media apps of today, as well as those that will launch in the future. You'll influence a broad range of stakeholders and roadmaps across other Amazon teams and products.
Key job responsibilities
Manage the lifecycle of a product with considerable impact to the social media support strategy.
Define the customer problem, the experience they need, and the long-term strategy.
Own the product roadmap and feature priorities to deliver the right product solution, independently.
Clearly communicate requirements from large and diverse sets of customers, to influence technical priorities, and the business strategy.
Contribute to business reviews, and communicate effectively with technical teams, and leadership audiences.
Mitigate risks and help reduce a product's exposure to failure modes. Influence teams to eliminate problems that stifle innovation or cause customer dissatisfaction.
Hire, mentor, and develop others.
A day in the life
As a Senior Product Manager within Customer Service - Social Media, you're building simple customer solutions, for complex business products. By understanding each social media app, and the different types of support customers need, you will focus your days on building a roadmap of features and services that ensure every customer can receive the help they need, in the most easy and delightful way.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
About the team
Social media is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers’ behavior varies by social media app, demographic, and the type of support they need. Customer Service – Social Media is innovating to meet those challenges, scaling service to the customers who need help today, and building new solutions for the next generation of customers. We benefit from being part of the wider Customer Service organization, one of the most tenured teams at Amazon, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat.
Basic Qualifications
Bachelor's degree or equivalent
5+ years of product or program management, product marketing, business development or technology experience
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
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.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/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 . This position will remain posted until filled. Applicants should apply via our internal or external career site.