What are the responsibilities and job description for the Sr. Product Manager position at Amazon?
DESCRIPTION
The Amazon Customer Service (CS) organization seeks a Senior Product Manager to lead its Work Force Optimization Platform within the Worldwide Capacity Planning (WWCP) team. This role will optimize customer service capacity across Amazon's global operations. The platform processes planning inputs from finance, operations, and supply chain teams to forecast contacts, generate headcount plans and Customer Service Associate (CSA) schedules, analyze supply-demand gaps, and recommend strategies. It enables planners to make decisions in minutes instead of weeks, while providing real-time network monitoring and automated issue resolution.
The ideal candidate will leverage data-driven insights to enhance efficiency and customer satisfaction. They will collaborate with cross-functional teams to develop solutions for managing customer service resources effectively. The Senior Product Manager will be responsible for the platform's ongoing development and implementation.
Our team uses machine learning and forecasting technologies to improve supply-demand matching in workforce planning. We operate in a dynamic environment that encourages rapid innovation and deployment of scalable solutions to enhance Amazon's customer experience
Key job responsibilities
- You will collaborate closely with engineering teams, UX researchers, designers, and program managers in an agile environment to bring products to market.
- You will define innovative, high-quality roadmaps aligned with Customer Service Technology strategy and vision.
- You will craft detailed product requirements and user stories that inform product specifications for each new offering. These products will bolster Amazon's expanding business while elevating the standard for world-class customer service.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Worldwide Capacity Planning optimizes capacity across operations sites that help minimize customer wait time and route customers to the associate who can best resolve their issue, on the first contact. We build forecasting models and optimization tools that help predict the hourly capacity requirement, including when there are new device or game launches, or when there is a special event, such as Prime Day.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- 5 years of product or program management, product marketing, business development or technology experience
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
PREFERRED QUALIFICATIONS
- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 $124,500/year in our lowest geographic market up to $206,000/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.
Salary : $124,500 - $206,000
