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Senior Product Manager

Senior Product Manager

Job ID 
Posted Date 
Amazon Dev Center India - Hyderabad
Recruiting Team 

Job Description

DESCRIPTION Our vision is to be Earth's most customer-centric company; to build a place where customers can find and discover anything they want to buy online. Our global Customer Service (CS) team is at the heart of that mission, supporting Amazon’s millions of customers on product questions, post-order inquiries, technical support, and customer account management. So, are you passionate about improving the customer experience? Are you interested in taking a front-seat in the innovative technology that powers Amazon’s award-winning Customer Service?

The Customer Service Technology team believes that the edge Amazon has on its competitors is the customer service we provide. CS Tech is a global organization with over twenty development teams that work to create an optimal experience for our customers. Our technology space covers the Amazon Retail Web-site, in-house built telephony and CRM solutions as well as a host of other products that are used to enhance the Amazon experience for our customers. We work towards a single goal: to ensure the best possible experience for our customers. To do that, we want to improve the speed and efficiency with which we can react to customer contacts. The systems and products we build anticipate the needs of millions of customers, supplying thousands of representatives across hundreds of skills with fast and skilled customer service.

The Customer Service Technology (CS Tech) team has an immediate opening for a Senior Product Manager. CS Tech Product Managers work closely with engineering teams, UX research, design, and program management in an agile environment to deliver your products to market. You will explore emerging technologies, their impact on Customer Support, and advocate their adoption where it benefits our customers. You will define creative, high-quality roadmaps based on Customer Support Technology strategy and vision. You will develop detailed, crisp business requirements and user stories that can be used to create product specifications and architecture for each new product. These products will support Amazon’s growing business and raise the bar on world-class customer service.

Why you will love it: You will work directly with managers and engineers across the company to build next-generation customer support products. You will have a direct impact on our bottom line and the ability to deliver improvements for our customers and associates. You will be part of a growing, fast paced, and fun team. You will have ownership for the implementation of your work.

Basic Qualifications

· 5+ years of product management experience in technology focused business.
· Bachelor’s degree in Information Systems, Computer Science, Engineering, Operations Research, Mathematics or other analytical disciplines.
· An independent problem solver who can make high quality judgments and decisions quickly with excellent organization skills to work across functions on tight deadlines.
· Organized, self-starter and a quick learner. Experience dealing with results, metrics and data management and desire to create and build new processes.
· Excellent written, verbal, listening, communicating, and negotiating skills coupled with ability to comfortably and confidently present to all levels within the enterprise is required.
· Have a strong track record of achieving the balance between innovation and strong customer and quality focus.

Preferred Qualifications

· An MBA and/or a degree in Computer Science (or the equivalent), or professional work experience as a software engineer is a huge plus.
· Entrepreneurial spirit, with track record for delivering results in fast-moving and demanding environments.
· Proficient with web services, online technologies and user interface design.
· Demonstrated ability to understand and discuss technical concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partners.
· Strong analytic and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions (SQL strongly preferred).
· History of developing business strategy in conjunction with senior leadership.