Senior Product Manager: Customer Service at Amazon

Senior Product Manager: Customer Service Details

May 29, 2019, 8:26 a.m.
Project/Program/Product Management--Non-Tech
Customer Service Technology
Seattle, Washington
Service (CS) team Customer Service (CS)
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 24 hours a day, 7 days a week, and in over 15 languages (and growing). The CS Concession organization owns the policies and technology that remediate any negative customer experiences (e.g., broken product, late delivery, or wrong item). These experiences are backed by complex high available systems that utilize big data analysis and natural language processing to make solutions that can be tailed to each customer. Our team is looking for a passionate individual who obsesses over improving process and technology used to manage customer problems. This individual will work directly with the teams that manage customer service contacts and technology

· 4+ years of product management experience · Proficient knowledge of Product Management principles and processes. · Proficient in developing internal products and technologies. · Excellent problem-solving skills. · Excellent oral and written communication skills. · Ability to communicate effectively with both technical and non-technical individuals. · Strong organizational and people skills, successful track record of coordinating between multiple project stakeholders, technical program managers, and software development teams. · Ability to deal well with ambiguous/undefined problems; think abstractly;
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