Product Manager, IN CX Improvements, Amazon Customer Service

The role requires someone who can use strong analytical skills and good judgment to distill inputs from customer segments and stakeholders to identify opportunities and design effective solutions. You will spend your time analyzing customer friction data to identify improvement opportunities and building cases for changes. This means diving deep into complex problems where defects create friction across parts of the customer journey. You will work across teams and stakeholders to align on priorities and drive execution. You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive improvements that enhance the service experience we offer to our customers in India. You will contribute to mechanisms that make defect elimination sustainable. This includes building and maintaining dashboards and tools that show customer impact, supporting processes that catch problems before they reach customers, and tracking metrics that keep the team focused on goals. You will balance tactical execution with contributing to broader strategic objectives. This is the right role for you if: - You can handle complex problems and drive them to resolution with guidance on ambiguous areas. - You excel at taking technical problems and explaining them clearly to gain alignment among team members and stakeholders. - You can prioritize effectively and manage multiple workstreams while escalating blockers appropriately. - You build repeatable processes and contribute BASIC QUALIFICATIONS - 3+ years of product management experience - Experience managing technical products or online services - Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services PREFERRED QUALIFICATIONS - Knowledge of SQL and VBA at an advanced level - Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.