Senior Product Manager - Tech, Customer Engagement Technology

$136,100 - $235,200/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Senior Product Manager - Technical for Customer Engagement Technology at Amazon will define and execute the roadmap for customer service call center management products. This role involves collaboration across various teams to enhance cloud-based contact center solutions, ensuring that customer service associates can effectively manage customer interactions globally. The position requires a strong focus on data-driven decision-making and the ability to navigate complex business challenges while maintaining a customer-centric approach.

Responsibilities

• Own and drive the customer working backwards strategy, including customer and market feedback, competitive analysis, and business metrics.
• Define the product vision, including future roadmap, investment, innovation, and experimentation.
• Align technology development with the product roadmap by collaborating with technology teams.
• Own the go-to-market (GTM) plan to ensure customer and business goals are met during operational launches.
• Monitor customer feedback and drive continuous product improvement and business growth.
• Work closely with cross-functional teams, including engineers and program managers, to make trade-offs based on customer requirements.

Requirements

• 5+ years of technical product management experience
• Bachelor's degree or equivalent
• Ability to communicate both business and technical topics to stakeholders and customers
• Experience owning/driving roadmap strategy and definition
• Experience with end-to-end product delivery
• Demonstrated solid judgment and effective communication skills.

Nice-to-haves

• Experience in influencing senior leadership through data-driven insights
• Master's degree or equivalent
• Proven track record of taking ownership and successfully delivering results in a fast-paced environment
• Experience in managing products for Customer Service and Contact Center Management
• Experience in AWS and/or cloud computing
• Experience in building products leveraging Machine Learning (ML) and Artificial Intelligence (AI) technologies
• Experience with agile methodologies

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan