Senior Product Manager Technical, Amazon Customer Service

• Amazon’s mission is to be Earth’s most customer-centric company, and our Amazon
• Customer Service (CS) organization is an essential part of that mission. 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 22
• languages.

• The Network Solutions org within CS is inventing the service network of the
• future, anticipating needs and adapting in real-time to create effortless and
• personalized customer experiences that redefine the customer service operating
• model at scale.

• The Journey Management (JM) Team within Network Solutions is looking for a
• Senior PMT to define and execute our roadmap for customer service call center
• management products. This role will work across CS Technical Development, AWS
• Technical Development, Operations, and retail business verticals.

Key job responsibilities

• Communicate effectively across cross-functional teams, earning trust with

stakeholders at all levels

• Drive data-informed decision making, leveraging metrics to identify, frame,

and solve complex business challenges

• Champion customer obsession by navigating and synthesizing requirements from

multiple business teams

• Demonstrate a strong bias for action — willing to experiment, fail fast,

learn, and iterate to improve outcomes

• Understand how metrics relate to business problems and to each other,

translating data into actionable insights

• Account for the downstream implications of decisions on frontline operations
• Roll up sleeves to get hands-on with ambiguous or complex requirements across

the organization

• A day in the life
• You will be identifying and prioritizing features required to scale CS global
• call center management products on a cloud-based infrastructure, allowing
• customers to have their needs better understood and engage with CS without
• language barriers.

• You will be part of a Global Product and Technology team whose innovations and
• strategies will influence what we build and how we manage our global contact
• centers. You will partner with teams of Software Development Engineers and
• Technical Program Managers to execute and iterate to meet the needs of customers
• who contact Amazon CS. Basic Qualifications: - Bachelor's degree

• 3+ years of technical product or program management experience
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers

• and stakeholders during executive-level prioritization and planning Preferred
• Qualifications: - Experience in using analytical tools, such as Tableau,

Qlikview, QuickSight

• Experience in building and driving adoption of new tools

• Amazon is an equal opportunity employer and does not discriminate on the basis
• of protected veteran status, disability, 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
• [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.

• The base salary range for this position is listed below. As a total compensation
• company, Amazon's package may include other elements such as sign-on payments
• and restricted stock units (RSUs). Final compensation will be determined based
• on factors including experience, qualifications, and location. Amazon offers
• comprehensive benefits including health insurance (medical, dental, vision,
• prescription, basic life & AD&D insurance), Registered Retirement Savings Plan
• (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources
• to improve health and well-being. We thank all applicants for their interest,
• however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 128,100.00 - 214,000.00 CAD annually