Product Manager - Tech, Amazon Customer Service - Austin - ref. o69212019
Amazon Austin
This role has the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world. As a Product Manager - Tech on the Shipping and Delivery Support (SDS) Tech team within Amazon Customer Service (ACS), you will own the product strategy for delivery driver’s self-service resolutions.
You will work with a wide range of internal and external tech teams and stakeholders, including support program managers, user experience designers, business intelligence, and science peers, to launch and then optimize a redesigned mobile application support experience.
SDS owns the driver and recipient support experience; provides the tools, processes, and people that enable self-service as well as automated and human interactions; and incubates support for new businesses and de-specializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers, worldwide, solving complex transportation opportunities for our Customer Support Associates (CSAs) and customers.- Advanced degree
You will work backwards from drivers’ most important delivery and non-delivery scenarios to define simple, intuitive experiences in the driver’s mobile app that reduce the need for human support and improve delivery success rate.
With your passion and demonstrated experience in executing on end-user-facing product development, your will ensure that delivery drivers are empowered with low-friction, intelligent interactions that directly solve defects and provide personalized self-service resolutions.You will work with a wide range of internal and external tech teams and stakeholders, including support program managers, user experience designers, business intelligence, and science peers, to launch and then optimize a redesigned mobile application support experience.
You will guide your core user experience (UX), tech, business intelligence (BI), and Program partners through multiple milestones of product delivery, ensuring that the launched product results in measurable end user impact. Post launch, you will own identifying the opportunities to improve by using objective and subjective data sets and applying experimentation and user research mechanisms to achieve better and better outcomes.
Your role will be pivotal in improving the efficacy of driver support by materially reducing human contact rate while improving adoption of support resources and delivery success.
Objectives of this role:- Drive the product development lifecycle for the driver support self-service experience in Amazon’s mobile app for delivery drivers (aka Amazon Flex app).
- Gain deep understanding of driver needs, SDS business and operations strategy, and the ACS and Last Mile technology landscapes to ensure your product solutions are working backwards from driver pain points.
- Collaborate with UX Research and Design teams to apply user experience best practices and validate that proposed UX achieves the desired impact.
- Develop high-quality documentation and user stories that effectively communicate the experience requirements and enable UX designers and technical partners to efficiently create and scale the desired experience.
- Collaborate with product peers and business intelligence to define product success metrics, ensure that user experience efficacy is measurable, and develop hypotheses for improving driver outcomes.
- Lead experimentation and evidence-based decision making to optimize the product’s impact on driver experience.
- Execute the product roadmap in short-term and longer-term intervals, working with product peers and stakeholders to balance tradeoffs that deliver value for your end users and the business.
- Work closely with tech team members to align on implementation approaches that enable intuitive and high-performing mobile interactions.
- Approach product management with an entrepreneurial mindset, taking responsibility for the success of the experience and bringing ideas forward through effective collaboration with cross-functional teams.
- Execute all phases of the product development lifecycle, starting from the early implementation stage of a planned product redesign and guide incremental delivery through multiple milestones.
- Produce high-quality documentation that cleanly captures the product’s problems to solve, scenarios and use cases, technical and business intelligence requirements, and acceptance criteria.
- Partner with UX, engineering, and technical project managers in the day-to-day development, QA, and release of your product, and to balance trade-offs to ensure delivery while maintaining the highest-quality product experience.
- Work with Program, Marketing, and Communications teams to support change management and go-to-market success as well as run-the-business performance.
- Use data and research to develop insights and hypotheses that can be validated or disproved through experimentation and other end user validation techniques.
- Own the narratives for your product area in communication forums and monthly/quarterly business reviews.
- Contribute to the strategy for your product area according to Amazon’s operational and strategic planning mechanisms.
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
About the team
Amazon’s SDS team provides customer value by combining expertise in Amazon transportation services with the scale and support infrastructure of ACS. In SDS, we work to eradicate defects, obsess over customers and delivery drivers experiencing exceptions, and invent solutions leveraging the power of Amazon's transportation and customer service technologies.SDS owns the driver and recipient support experience; provides the tools, processes, and people that enable self-service as well as automated and human interactions; and incubates support for new businesses and de-specializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers, worldwide, solving complex transportation opportunities for our Customer Support Associates (CSAs) and customers.- Advanced degree
- 5+ years of customer-facing product development and product management, including defining, launching, and optimizing product and services experience
- Experience with feature priotization and product roadmap tradeoffs
- Experience coordinating complex products with stringent technical requirements, development cycles and schedules- Knowledge of agile product development and life-cycle management process
- Experience leading cross-functional teams to deliver products and online services on tight deadlines
- Experience working with engineering and technical teams to build automated solutions
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.
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