Sr. Product Manager, MENA CX Improvements, Amazon Customer Service

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

We are looking for an experienced customer-obsessed product leader to join us in the MENA Customer Experience Improvement org within Customer Service. You will be a part of the MENA team of product managers, program managers and business analysts who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX. You and your team will own the roadmap of MENA CX strategic initiatives while also responding to emerging issues that need immediate attention.

Key job

responsibilities

The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will work across multiple organizations and leadership to influence and achieve consensus on priorities.

You will partner on product and technology solutions within and outside the Amazon Customer Service org to drive high impact innovation and improvements that can transform the service experience we offer to our customers.

You will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on…

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• Experience as a product manager or owner
• Experience owning technology products
• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

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