Principal Product Mgmt-Tech, Customer Service Technology
- Seattle, WA
- Temporary
- Full-time
- Define and drive the multi-year vision for the product portfolio
- Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
- Measure and analyze existing products for opportunities to innovate and improve.
- Deliver long-lasting foundational systematic solutions that pave the way for effective use of LLMs
- Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.
- Deliver a 3YP (Three-Year Plan) for long-term goals, PRFAQ (Press Release FAQ) to refine new initiatives, and BRD (Business Requirements Document) for project requirements.
- Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
- Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.
- Influence senior leaders across Amazon and communicate Amazon AI's vision, strategy, goals, status, and customer impact.
- Mentor other product managers.A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) PlanIf you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!About the team
This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact, ensuring customers can either resolve via self-service (e.g., Chatbot) or connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively routes the customers to the quickest resolution, as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signalsBASIC QUALIFICATIONS- Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- 7+ years of end to end product delivery experience
- 7+ years of product or program management, product marketing, business development or technology experience
- 7+ years of technical product or program management experience
- Experience leading cross-organizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority
- Experience working with and influencing senior level stakeholdersPREFERRED QUALIFICATIONS- 10+ years of technical product or program management experience
- 10+ years of product or program management, product marketing, business development or technology experience
- 10+ years of end to end product delivery experience
- Master's Degree in Business/Engineering/AnalyticsAmazon 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $161,900/year in our lowest geographic market up to $279,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.