Amazon's Customer Service team is top ranked for developing solutions because we are passionate about our customers and giving our Associates all the high quality tools needed to provide world class care.
We are seeking Front End Engineers who are deeply committed to ensuring that our thousands of agents worldwide will have the high volume and high availability systems needed to support retail, merchant, digital, and Kindle product lines.
Our team creates the tools that allows CS Associates to delight our customers who reach out to us for assistance with their orders, products, or account.
Rich tools and information empower our Associates to make the right decision for the customer and the company, while providing guidance through clear policy.
We track data around each of these transactions so we can track down root cause for our problems, whether it is an Associate that is making a mistake, a bad packing line in a fulfillment center, or a problem in the inventory provided by a vendor.
We can use this data to proactively stop selling a problematic product to our customers until we can fix the problem.
New developments within Amazon, such as handling warranties, giving product tech support, and tracking aggregate product defect data all require strong preplanning and thoughtful support.
Our team builds the tools that help make these new spaces successful. We also create tools that allow our Associates to handle problems for the lifetime of our own innovative products such as the Kindle.
Key job responsibilities
We are looking for an experienced Product Manager - Technical who enjoys working with early-stage products, and the ambiguity and wealth of flexibility this brings.
You’ll be happy creating innovative solutions that address new and evolving customer needs. You’ll have a deep understanding of software architecture and development which will help you consider trade-offs and make design decisions.
You’ll be comfortable discussing these with the engineering team and stakeholders.
You will own the product roadmap, working with internal and external customers and partners to deeply understand how they use our product, articulating customer needs as formalized requirements and defined success criteria.
In our team, product requirements aren’t thrown over the wall to the development team. We value a Product Manager who wants to sit with the engineering team, and dig into the details as an owner of the service where we define, develop, and ship new services and features.
You’ll work with customers and the engineering team to define user flows, create UI mockups, wireframes, etc. that create an intuitive and enjoyable customer experience.
You’ll own the product backlog and feature prioritization, with the ability to ruthlessly prioritize the most important and impactful features, even when that means de-prioritizing other features.
As part of building our strategy, you’ll need to be comfortable working with metrics and reports to clearly communicate business impact to a wide variety of stakeholders from individual contributors to senior leaders.