Principal Product Manager, Amazon Customer Service

Saved job description

This role will lead Amazon Customer Service through a revamp of its physical, brick and mortar network, using established and novel design principles to optimize the customer and associate experience and outcomes through our building design. We're thinking about buildings in new ways and how we can design our buildings to facilitate the optimal flow of work (and vice versa) to lead to more positive outcomes for our customers and increase associate engagement and development.

You will work across our Service Delivery, Tech, Product and Capacity Planning teams to formulate Amazon's strategic direction for the customer and associate experience, and then implement those changes within our existing footprint. This role will require someone highly familiar with managing global complexity, product and user experience design, and earning the trust of their global stakeholders.

Key job responsibilities

- Communication and collaboration are key. You will partner across tech, product, UX, policy, capacity planning, Finance, HR, etc.. to formulate and implement Amazon's CS strategic direction in its physical network

- Working back from the customer, design our working spaces and buildings to facilitate customer issue resolution and associate. engagement

- Partner with Global Real Estate teams to potentially procure new buildings and/or floors, design workspaces, and implement global building standards

- Become intimately familiar with the associate and customer experience to earn stakeholder trust and help manage change as we formulate new ways of working

- Draft communications and communication plans to faciliate said change

- Draft and present strategic proposals to stakeholders and leaders for discussion and approval

- Be comfortable rolling up your sleeves and getting stuff done to move your vision forward.

About the team

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

Requirements: - 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement 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

- 5+ years of change management experience