We are seeking a Principal Product Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to help our Customer Service Associates (CSAs) solve customer problems globally. You will work directly with our science team to determine what products we should build to help CSAs solve problems and reduce the total customer handling time. You will also own developing the roadmap and templates to train the LLM models. You will be a thought leader and innovator within the organization.
In this role, you are expected to collaborate with WWCS product and engineering stakeholders to utilize LLMs within our newly redesigned world class customer service associate interface to help CSAs communicate with customers in any language and resolve customer issues quickly and efficiently. This position will be responsible for product strategy, roadmap creation, business case development, financial analysis, and resource scoping for a suite of GenAI products. A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.
In addition to supporting CSAs, you will also partner with WWCS product and engineering stakeholders to build a horizontal platform that Amazon organizations can use to develop LLM customer service experiences for their specific customers.
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You will have an excellent record of complex project and product delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
• 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 3YP, Vision, PRFAQS, and BRD docs.
• 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
In this role you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.
If 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!
Benefits Summary:
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) Plan
About the team
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment. If 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!
BASIC 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 stakeholders
PREFERRED 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/Analytics
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.