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Description

Amazon is seeking a visionary leader to revolutionize our Customer Service (CS) technology through the power of AI. As a Director of Product Management for Customer Engagement Technology, you will be at the forefront of reimagining customer experiences across Amazon's diverse global portfolio. In this highly strategic and visible role, you will lead a team of innovative product managers, collaborating with world-class engineers and scientists to develop cutting-edge customer service solutions. Your impact will be felt by millions of customers worldwide as you define and drive the strategic roadmap and go-to-market strategy for next-generation CS technologies.

Your fresh perspective will be crucial in transforming established global contact center products. You'll envision and implement AI-driven solutions that enable customers to self-resolve issues across multiple channels, anywhere in the world. Your expertise in building products for a global audience and partnering with local teams will be essential in scaling foundational technologies that accommodate diverse regional needs.

The ideal candidate for this role has a proven track record of developing customer-obsessed solutions. You have a talent for tackling complex challenges with advanced technology and delivering meaningful change at scale. Your leadership style is characterized by thought leadership, cross-functional collaboration, and the ability to navigate highly complex, end-to-end initiatives. Success in this role requires a delicate balance of building innovative products and influencing stakeholders across the company. You should be adept at leading product teams through ambiguous territories, leveraging your deep understanding of customer problems to drive innovation at scale. Your close collaboration with technical leaders will ensure that investments yield foundational capabilities that accelerate innovation rather than create technical debt.

Your global perspective and experience in building worldwide products will be invaluable. You'll partner with teams across different regions to understand local customer needs and achieve unparalleled scale and reach. This is a unique opportunity to shape the future of customer service at one of the world's most customer-centric companies. You'll be at the helm of applying cutting-edge AI technologies to create delightful experiences for customers globally. If you're ready to make history by revolutionizing customer service technology at Amazon, driving innovation that impacts millions, and leading a team at the forefront of AI integration, we want to hear from you. Join us in setting new standards for customer service excellence in the AI era.

Key job responsibilities

Key Responsibilities:

• Define and drive the strategic roadmap for next-generation CS technologies

• Lead product strategy to accelerate the adoption of AI solutions

• Collaborate with senior leaders across Amazon to identify and prioritize customer service opportunities

• Design and develop experiments to test hypotheses and define metrics for measuring impact

• Manage the execution of new features from ideation through launch

• Provide thought leadership and mentoring to build a high-performing, diverse global team

Basic Qualifications

Ideal Candidate Profile:

• 10+ years of relevant experience in product development, with 7+ years leading organizations of increasing scope and scale

• Proven track record in developing customer-obsessed products and leading complex, cross-functional initiatives

• Experience in applying advanced technologies to solve challenging problems at scale

• Strong ability to define product vision and strategy for large-scale products serving millions of customers

• Deep understanding of software engineering practices and how product drives the software development lifecycle

• Exceptional written and verbal communication skills

• Demonstrated knowledge of key business financial metrics

Preferred Qualifications

Preferred Qualifications:

• Master's degree (or equivalent) in engineering or business

• Experience leading E2E product lifecycle in large, complex organizations

• Track record of successful go-to-market strategies for complex software systems

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

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 $237,500/year in our lowest geographic market up to $350,000/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.