Sr PMT, Customer Experience

Overview

Prime Air is seeking a Sr. Product Manager Tech to develop the customer service experience. This role involves working with customer service back-end teams to develop tooling for representatives and AI tooling for self-service solutions. The role focuses on analyzing Prime Air customer contacts to surface issues to product and development teams and driving solutions. You will work with engineering, product management, UX design, legal and finance to drive the right long-term strategic vision for the program and customers.

• Launch net-new shopping experiences for drone delivery customers
• Establish mechanisms to better understand customers, including pain-points within the CX
• Own the roadmap strategy/definition based on customer insights and prioritize features/enhancements based on customer and business impact
• Work cross-functionally with internal stakeholders and external partners to drive buy-in and influence roadmaps
• Collaborate with Regulatory, Legal and Public Policy teams to meet requirements from international governing bodies
• Identify opportunities to scale initiatives and/or drive optimizations across future international launches

• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

• Experience in using analytical tools, such as Tableau, Qlik View, Quick Sight
• Experience in building and driving adoption of new tools

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The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

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USA, WA, Seattle -  -  USD annually