Product Manager - Tech, Amazon Customer Service
Product Manager - Tech, Amazon Customer Service
Job ID: 2869180 | Amazon.com Services LLC
This role has the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world. As a Product Manager - Tech on the Shipping and Delivery Support (SDS) Tech team within Amazon Customer Service (ACS), you will own the product strategy for delivery drivers self-service resolutions. You will work backwards from drivers most important delivery and non-delivery scenarios to define simple, intuitive experiences in the drivers mobile app that reduce the need for human support and improve delivery success rate.
With your passion and demonstrated experience in executing on end-user-facing product development, you will ensure that delivery drivers are empowered with low-friction, intelligent interactions that directly solve defects and provide personalized self-service resolutions. You will work with a wide range of internal and external tech teams and stakeholders, including support program managers, user experience designers, business intelligence, and science peers, to launch and then optimize a redesigned mobile application support experience. You will guide your core user experience (UX), tech, business intelligence (BI), and Program partners through multiple milestones of product delivery, ensuring that the launched product results in measurable end user impact. Post launch, you will own identifying the opportunities to improve by using objective and subjective data sets and applying experimentation and user research mechanisms to achieve better outcomes.
Your role will be pivotal in improving the efficacy of driver support by materially reducing human contact rate while improving adoption of support resources and delivery success.
Objectives of this role:
Drive the product development lifecycle for the driver support self-service experience in Amazons mobile app for delivery drivers (aka Amazon Flex app).
Gain deep understanding of driver needs, SDS business and operations strategy, and the ACS and Last Mile technology landscapes to ensure your product solutions are working backwards from driver pain points.
Collaborate with UX Research and Design teams to apply user experience best practices and validate that proposed UX achieves the desired impact.
Develop high-quality documentation and user stories that effectively communicate the experience requirements and enable UX designers and technical partners to efficiently create and scale the desired experience.
Collaborate with product peers and business intelligence to define product success metrics, ensure that user experience efficacy is measurable, and develop hypotheses for improving driver outcomes.
Lead experimentation and evidence-based decision making to optimize the products impact on driver experience.
Execute the product roadmap in short-term and longer-term intervals, working with product peers and stakeholders to balance tradeoffs that deliver value for your end users and the business.
Work closely with tech team members to align on implementation approaches that enable intuitive and high-performing mobile interactions.
Approach product management with an entrepreneurial mindset, taking responsibility for the success of the experience and bringing ideas forward through effective collaboration with cross-functional teams.
Key job responsibilities
Execute all phases of the product development lifecycle, starting from the early implementation stage of a planned product redesign and guide incremental delivery through multiple milestones.
Produce high-quality documentation that cleanly captures the products problems to solve, scenarios and use cases, technical and business intelligence requirements, and acceptance criteria.
Partner with UX, engineering, and technical project managers in the day-to-day development, QA, and release of your product, and to balance trade-offs to ensure delivery while maintaining the highest-quality product experience.
Work with Program, Marketing, and Communications teams to support change management and go-to-market success as well as run-the-business performance.
Use data and research to develop insights and hypotheses that can be validated or disproved through experimentation and other end user validation techniques.
Own the narratives for your product area in communication forums and monthly/quarterly business reviews.
Contribute to the strategy for your product area according to Amazons operational and strategic planning mechanisms.
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 youre passionate about this role and want to make an impact on a global scale, please apply!
BASIC QUALIFICATIONS
Advanced degree
5+ years of customer-facing product development and product management, including defining, launching, and optimizing product and services experience
Experience with feature prioritization and product roadmap tradeoffs
Experience coordinating complex products with stringent technical requirements, development cycles and schedules
PREFERRED QUALIFICATIONS
Knowledge of agile product development and life-cycle management process
Experience leading cross-functional teams to deliver products and online services on tight deadlines
Experience working with engineering and technical teams to build automated solutions
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.
Posted: September 17, 2024 (Updated 13 minutes ago)
Apply Now
Job ID: 2869180 | Amazon.com Services LLC
This role has the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world. As a Product Manager - Tech on the Shipping and Delivery Support (SDS) Tech team within Amazon Customer Service (ACS), you will own the product strategy for delivery drivers self-service resolutions. You will work backwards from drivers most important delivery and non-delivery scenarios to define simple, intuitive experiences in the drivers mobile app that reduce the need for human support and improve delivery success rate.
With your passion and demonstrated experience in executing on end-user-facing product development, you will ensure that delivery drivers are empowered with low-friction, intelligent interactions that directly solve defects and provide personalized self-service resolutions. You will work with a wide range of internal and external tech teams and stakeholders, including support program managers, user experience designers, business intelligence, and science peers, to launch and then optimize a redesigned mobile application support experience. You will guide your core user experience (UX), tech, business intelligence (BI), and Program partners through multiple milestones of product delivery, ensuring that the launched product results in measurable end user impact. Post launch, you will own identifying the opportunities to improve by using objective and subjective data sets and applying experimentation and user research mechanisms to achieve better outcomes.
Your role will be pivotal in improving the efficacy of driver support by materially reducing human contact rate while improving adoption of support resources and delivery success.
Objectives of this role:
Drive the product development lifecycle for the driver support self-service experience in Amazons mobile app for delivery drivers (aka Amazon Flex app).
Gain deep understanding of driver needs, SDS business and operations strategy, and the ACS and Last Mile technology landscapes to ensure your product solutions are working backwards from driver pain points.
Collaborate with UX Research and Design teams to apply user experience best practices and validate that proposed UX achieves the desired impact.
Develop high-quality documentation and user stories that effectively communicate the experience requirements and enable UX designers and technical partners to efficiently create and scale the desired experience.
Collaborate with product peers and business intelligence to define product success metrics, ensure that user experience efficacy is measurable, and develop hypotheses for improving driver outcomes.
Lead experimentation and evidence-based decision making to optimize the products impact on driver experience.
Execute the product roadmap in short-term and longer-term intervals, working with product peers and stakeholders to balance tradeoffs that deliver value for your end users and the business.
Work closely with tech team members to align on implementation approaches that enable intuitive and high-performing mobile interactions.
Approach product management with an entrepreneurial mindset, taking responsibility for the success of the experience and bringing ideas forward through effective collaboration with cross-functional teams.
Key job responsibilities
Execute all phases of the product development lifecycle, starting from the early implementation stage of a planned product redesign and guide incremental delivery through multiple milestones.
Produce high-quality documentation that cleanly captures the products problems to solve, scenarios and use cases, technical and business intelligence requirements, and acceptance criteria.
Partner with UX, engineering, and technical project managers in the day-to-day development, QA, and release of your product, and to balance trade-offs to ensure delivery while maintaining the highest-quality product experience.
Work with Program, Marketing, and Communications teams to support change management and go-to-market success as well as run-the-business performance.
Use data and research to develop insights and hypotheses that can be validated or disproved through experimentation and other end user validation techniques.
Own the narratives for your product area in communication forums and monthly/quarterly business reviews.
Contribute to the strategy for your product area according to Amazons operational and strategic planning mechanisms.
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 youre passionate about this role and want to make an impact on a global scale, please apply!
BASIC QUALIFICATIONS
Advanced degree
5+ years of customer-facing product development and product management, including defining, launching, and optimizing product and services experience
Experience with feature prioritization and product roadmap tradeoffs
Experience coordinating complex products with stringent technical requirements, development cycles and schedules
PREFERRED QUALIFICATIONS
Knowledge of agile product development and life-cycle management process
Experience leading cross-functional teams to deliver products and online services on tight deadlines
Experience working with engineering and technical teams to build automated solutions
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.
Posted: September 17, 2024 (Updated 13 minutes ago)
Apply Now