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Description

Do you want to play a role in the transformation of Selling Partner Support? We are recruiting a PM to help us craft our next-generation support experiences, using improved UX and GenAI orchestrated solutions to rapidly increase the range of automated and guided solutions we offer to Selling partners needing support.

Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems. We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2023. In 2023, our team eliminated 1.15MM Seller contacts by automating resolution to their problems without requiring an Associate. We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.

Over the next three years, we are reinventing what types of solutions that we develop, aligning with upstream experience teams on those experiences we believe they should take over from our team and deprecating the experiences we have built, and creating a GenAI-based set of solution building tools.

Key job responsibilities

General Responsibilities may include:

Developing and executing scalable business plans and product requirements – being a business owner

Driving cross-functional projects to completion

Developing strategies based on data analysis

Communicating effectively with senior management

Maintaining an deep customer-focus

Balancing strategic thinking with tactical, detailed execution

Working cross functionally with teams throughout the company

A day in the life

The primary role of a PMT within Amazon is to assume end-to-end product ownership over one of our technical product offerings. PMTs are expected to dive deep into the technology both from a product and customer perspective, working with software engineers and business partners to define, build, launch and grow new technology-driven products and services. With input from business stakeholders, they develop business and product requirements, prioritize needs, and manage milestones and overall roadmap. PMTs work closely with technical teams to understand root causes of customer pain points and drive the right solutions to exceed customer expectations.

About the team

We are a team of product managers, program managers, and process engineers, constructing guided solutions for Sellers and Support Associates so that we can quickly and accurately solve the problems our Sellers encounter everyday.

Basic Qualifications

- 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 in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Preferred Qualifications

- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

- Experience in building and driving adoption of new tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.