Backed by Kleiner Perkins and Madrona.
About the role
This role owns conceptualizing, building, and enhancing customer service experiences that impact millions of Alexa customers, in a space of strategic importance where the problem, opportunity, and strategy may not yet be defined. You will work backwards from customer pain points to define product vision, write strategy documents (PRFAQs, narratives, roadmaps), and drive execution across product, engineering, design, and operations teams.
More about this role
Amazon Customer Service (Amazon CS) organization is seeking a Sr Product Manager to own the end-to-end Service Design experience for Alexa products and services.
This role owns conceptualizing, building, and enhancing customer service experiences that impact millions of Alexa customers, in a space of strategic importance where the problem, opportunity, and strategy may not yet be defined. You will work backwards from customer pain points to define product vision, write strategy documents (PRFAQs, narratives, roadmaps), and drive execution across product, engineering, design, and operations teams. You will define success through measurable outcomes, distinguishing between output metrics like defects eliminated and effort reduction, and outcome metrics like customer satisfaction, engagement, and quality of experience.
As the critical intersection point for customer needs, business goals, and technical possibilities, you will lead cross-organizational initiatives that drive value with increased product engagement, or lower cost to serve by increasing operational efficiencies. You will apply one-way and two-way door judgment to high-stakes decisions, challenge assumptions, and...
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