Jobs for People with MS: National MS Society

Description

Our team is looking for a talented and experienced Product Manager to work across engineering, product development, operations, UX, and Amazon Device teams to innovate on and improve the tools our customer service associates use to help customers, in particular how Amazon supports customers with questions or troubleshooting needs across our breadth of Devices.

Key job responsibilities

You will be part of a global Product Management team whose innovations and strategies influence what we build and how we surface information to solve customers’ issues. You will set and execute a long-term vision for troubleshooting, supporting, and engaging customers with their Amazon Devices. You will partner with teams of software development engineers, research and data scientists, and UX designers and researchers to create, execute and iterate on experiences to help solve the needs of customers who contact Amazon CS. You will continuously re-think, challenge and innovate Amazon’s Device, Digital, and Alexa Customer Service Associate experience, identifying and prioritizing use cases, writing clear user stories, and partnering with UX to design elegant and effective customer journeys. A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, looks around corners to identify risks, trends, and possibilities, and has experience managing complex business and technical challenges.

A day in the life

You are customer obsessed and not afraid to get your hands dirty navigating requirements from different teams. You have a bias toward data-driven decision making, and a strong track record of identifying and relating metrics to business problems and to each other. You will create and maintain closed-loop communications, from gathering requirements to measuring success, to peers, stakeholders, and leaders across customer service and Amazon. You are willing to experiment, fail fast, learn and iterate. You understand and account for the implications of your work to front-line and back-office operations.

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

Amazon revolutionized customer service, now we are changing what customers expect from technical support. Device, Digital, and Alexa Support (D2AS) are responsible for the Customer Service operations and solutions for all Amazon Devices and Digital properties, from the Kindle and Echo, to Amazon Music and Prime Video. In this role you will support millions of customers, across many dynamic Amazon businesses.

Basic Qualifications

• Bachelor's degree

• Experience owning/driving roadmap strategy and definition

• Experience with feature delivery and tradeoffs of a product

• Experience contributing to engineering discussions around technology decisions and strategy related to a product

• Experience managing technical products or online services

• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Preferred Qualifications

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

• Experience in building and driving adoption of new tools

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/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.