Product Manager, Amazon Customer Service
Amazon uses the Andon Cord as a core customer obsession mechanism that helps to eliminate unsatisfactory purchasing experiences. Amazon's Andon Cord team is looking for an experienced Product Manager to lead initiatives across marketplaces to improve the customer experience.
Amazon uses the Andon Cord as a core customer obsession mechanism. We seek to identify and eliminate unsatisfactory purchasing experiences that may edge customers to return items or not return to Amazon. Andon Cord empowers our front-line customer service associates to pull a product off the Amazon website if they think that there is a problem with any of the products sold, in addition to statistical and machine learning-based automated pulls.This Product Manager will need to use defect information to drive customer experience improvements throughout the consumer business. We work with program managers, scientists, analysts, engineers, retail partners, and defect elimination specialists.
We are seeking a Product Manager who has proven leadership experience, thrives on ambiguity, can drive alignment across teams, and is a self-starter. This person must influence, motivate and lead others to meet the demands in a highly customer-centric environment.This Product Manager will be a person who works well with global and cross-functional teams of senior leaders, business managers, operations, product, and data science.
Key job responsibilities- Managing key performance metrics (KPIs) across Andon Cord as well as developing new KPIs
- Owning graduated enforcement of defect elimination mechanisms with stakeholders to prioritize the customer experience
- Developing and managing standard operating procedures (SOP) and adherence to these practices among various Amazon leaders.
A day in the life
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!
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:- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan- 3+ years of product management experience
- Experience managing technical products or online services
- Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services- Knowledge of SQL and VBA at an advanced level
- Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization
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.