Sr Manager, Product Management, Amazon Customer Service

The role requires someone who can use significant expertise and high judgment to distill diverse inputs from customers, DART specialists and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will work across multiple organizations and leadership to influence and achieve consensus on priorities. You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers. Your teams will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results. This is the right role for you if: - You can handle significantly complex problems and efforts, with the ability to see both visible and not-yet-visible risks. - You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders. - You BASIC QUALIFICATIONS - 12+ years of product or program management, product marketing, business development or technology experience - 6+ years of team management experience - Bachelor's degree - Experience owning/driving roadmap strategy and definition - Experience with end to end product delivery - Experience with feature delivery and tradeoffs of a product PREFERRED QUALIFICATIONS - Experience engaging and influencing senior executives - Proficient in Amazon business mechanisms (OP1/2, WBRs, PRFAQs)

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.