Have you ever thought about what it takes to deliver high quality customer service at optimal cost? What would you do to take one of the best customer service organizations in the world to the next level?
Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions?
Do you like to innovate and simplify?
The Worldwide Capacity Planning (WWCP) organization owns the end-to-end workforce planning and execution of Amazon's customer service network.
Our forecasting, labor planning, scheduling, and real-time management solutions are responsible for the millions of daily decisions needed to provide efficient and frustration-free support to our customers around the world.
We are looking for a seasoned leader to drive continued innovation at scale.
Key job responsibilities
The ideal candidate :
1. Has a track record for understanding customer needs, and delivering technology solutions to address those needs
2. Has strong judgment and understands which opportunities drive the most strategic value for the business
3. Is entrepreneurial and innovative, and thrives on solving challenging, ambiguous problems
4. Is adept at delivering short-term results while also building towards the future
5. Can work fluently across the business and technical aspects of the job
6. Excels at cross-functional leadership and stakeholder management
A day in the life
As a Sr. Product Manager Tech in WWCP, you will drive product strategy to deliver state-of-the-art solutions that influence a wide range of decisions within Amazon CS spanning across demand forecasting, capacity planning, and beyond! You will establish product vision and key priorities, clearly communicate goals, roles, responsibilities, and desired outcomes to internal cross-functional and remote project teams, anticipate bottlenecks, provide escalation management, and make appropriate trade-offs to balance business needs versus technical constraints.
This is a highly strategic role, with goals that directly impact the bottom line of the business. Accurate forecasts drive improvements in cost and quality of our customer service on a global scale.
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
We build Forecasting Automation products for Amazon Customer Service's WW Capacity Planning. The products are used to create accurate demand and productivity forecasts for our agents, which are used as a key input for hiring and scheduling decisions.
We are open to hiring candidates to work out of one of the following locations :
Seattle, WA, USA
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
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