VetJobs - The Leading Military Job Board

Description

This role will own experiences in WW Customer Service’s contact handling framework called AC3, delivering long-term solutions that work backwards from end users to reduce effort and increase delight for Amazon Stores consumers, package delivery drivers, and CSAs. With your ability to understand customer pain points, identify the problems to solve, and envision improved user experience design, your work will ensure that SDS associates are empowered with world-class capabilities to solve delivery-related defects. You will work across a wide range of internal and external tech teams and with a range of stakeholders, including Business Intelligence peers, program managers, and operations owners, to validate and prioritize the problems to solve, gather business requirements, and define the user stories and acceptance criteria that your tech partners will use to implement your product improvements. You will ensure that your product thinking fosters innovation and generates data-driven decision-making at high speed and drive positive CSA behaviors, leading to consistent improvements in customer experiences. Ultimately, your contributions will raise the bar on Amazon’s ability to provide exceptional customer service.

Objectives of this role:

• Work side by side with other product managers on the team to develop SDS’s next generation of contact handling solutions for reactive and proactive delivery-defect-related issues, from ideation to launch and beyond.

• Gain deep understanding of customer needs, SDS business and operations strategy, and the WWCS and Last Mile technology landscape to identify the most impactful opportunities for innovation.

• Develop high-quality product requirements that effectively communicate the product vision and enable UX designers and technical teams to efficiently create and deliver the product.

• Collaborate with Business Intelligence to define product success metrics, ensure that product efficacy is measurable, and apply best practices for experimentation and evidence-based decision making to optimize the product’s impact on customer service and experience.

• Provide inputs to the product roadmap for short-term and longer-term intervals, aligning with stakeholders and balancing tradeoffs to maximize value for customers and the business.

• Own your product line with an entrepreneurial mindset, taking responsibility for the success of the product and driving innovation through effective collaboration with cross-functional teams.

Key job responsibilities

• Drive the execution of product initiatives from discovery to requirements gathering to experience design to implementation and release.

• Create product documents that describe the problem to solve, scenarios and use cases, technical and business intelligence requirements, and acceptance criteria.

• Collaborate closely with technical teams to identify optimal solutions and ensure that the product meets the needs of our customers.

• Partner closely with UX and engineering to prototype, usability test, and plan the development, QA, and release of products, as well as balance trade-offs to ensure delivery while maintaining the highest-quality product experience.

• Work with Program, Operations, and Training teams to support change management and go-to-market success and run-the-business performance.

• Represent your product updates in various business reviews, both monthly and quarterly.

A day in the life

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!

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

Amazon’s Shipping and Delivery Support (SDS) provides customer value by combining expertise in Amazon transportation services with the scale and support infrastructure of World-Wide Customer Service (WWCS). In SDS we work to eradicate defects, obsess over customers and delivery drivers experiencing exceptions, and invent solutions leveraging the power of WWCS and Amazon transportation technologies. SDS owns the driver and recipient support experience; provides the tools, processes, and people that enable self-service, automated, and human interactions; and incubates support for new businesses and de-specializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers, worldwide, solving complex transportation opportunities for our delivery partners, customer support associates (CSAs) and customers.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• 2+ years of product management experience

• Experience in balancing conflicting priorities dealing with ambiguity

• Experience leading cross-functional teams to deliver projects on tight deadlines

• Bachelor's Degree

Preferred Qualifications

• Exceptional communication skills, both verbal and written.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $93,000/year in our lowest geographic market up to $179,600/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.