Senior Product Manager, Customer Experience

, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the widest of selection at low price that drives Amazon's flywheel.

The vision of Retail Business Services (RBS) Organization at Amazon is to accelerate Amazon's flywheel by improving Customer Experience (CX) and enabling our Selling Partners (SPs) to grow their business with Amazon. As an AI-powered tech-product organization, RBS provides catalog augmentation and correction technologies for Amazon's retail ecosystem, that find defects at scale and build accountability with upstream teams. Leveraging its rich repository of defect intelligence across all shopping stages, RBS builds predictive tech solutions that inform and influence multiple internal systems - preventing customer experience degradation before it occurs rather than fixing it after the fact, thereby acting as Amazon's last line of defense against poor customer experience.

RBS is seeking a Senior Product Manager to lead and build strategic enabler tools that accelerate hypothesis validation and customer experience optimization across Amazon's retail ecosystem. This role sits at the intersection of customer experience optimization and rapid experimentation, driving the development of platforms that enable teams to quickly test, benchmark, and validate customer experience improvements through predictive analytics, rapid experimentation capabilities, and customer feedback mechanisms.

Key job responsibilities

Customer experience defects across Amazon's shopping journey can significantly impact customer satisfaction and conversion. As a Senior Product Manager - Enabler tools, you will:

1. Think Big and own vision and definition for the products enabling teams to quickly test customer experience hypotheses.
2. Disambiguate the problem space and Size the opportunity for accelerating validation cycles from months to weeks or hours through predictive analytics.
3. Be responsible for end-to-end business strategy, goal setting, product management, review and collaboration mechanisms
4. Establish listening mechanisms to understand customer experience defects and benchmark them against Best in Class experiences and convert them into hypotheses to be validated
5. Be responsible for end-to-end product management with multiple parallel workstreams across different systems
6. Identify risks and develop strategies to mitigate them across complex cross-system dependencies
7. Be responsible for reporting and review mechanisms and communication to Leadership (Flash updates, WBR, QBR, Deep dives)

To be successful in this role, you should be comfortable and confident liaising with remote global teams in business and technology at senior leadership levels. You will be data-driven and demonstrate good judgment in how and when to escalate (without damaging relationships). Representing the voice of the customer (internal & external), you will be an evangelist for the product vision, maintaining support for your cause, keeping engineering teams energized and excited, and driving your product roadmap at all levels. You will be very comfortable with written communication skills and a proven track record of delivering products from concept to launch. An AI-first mindset and experience building AI-based solutions will be critical for success in this role.

• 5+ years of product or program management, product marketing, business development or technology experience
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience owning technology products
• Experience working across functional teams and senior stakeholders

• Master's degree or equivalent
• 5+ years of end to end product delivery experience

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