Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon’s products using Artificial Intelligence? Then we're looking for you! We are seeking a Principal Product Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to help our Customer Service Associates (CSAs) solve customer problems globally. You will work directly with our science team to determine what products we should build to help CSAs solve problems and reduce the total customer handling time. You will also own developing the roadmap and templates to train the LLM models. You will be a thought leader and innovator within the organization. In this role, you are expected to collaborate with WWCS product and engineering stakeholders to utilize LLMs within our newly redesigned world class customer service associate interface to help CSAs communicate with customers in any language and resolve customer issues quickly and efficiently. This position will be responsible for product strategy, roadmap creation, business case development, financial analysis, and resource scoping for a suite of GenAI products. A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.In addition to supporting CSAs, you will also partner with WWCS product and engineering stakeholders to build a horizontal platform that Amazon organizations can use to develop LLM customer service experiences for their specific customers. The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering.You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You will have an excellent record of complex project and product delivery, from conception and design through implementation, measurement, closure and handover. Key job responsibilities• Define and drive the multi-year vision for the product portfolio• Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.• Measure and analyze existing products for opportunities to innovate and improve.• Deliver long-lasting foundational systematic solutions that pave the way for effective use of LLMs• Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.• Deliver 3YP, Vision, PRFAQS, and BRD docs.• Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.• Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.• Influence senior leaders across Amazon and communicate Amazon AI’s vision, strategy, goals, status, and customer impact.• Mentor other product managers.A day in the lifeIn this role you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. 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) PlanAbout the teamWe thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment. 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! BASIC QUALIFICATIONS- Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent- Experience owning/driving roadmap strategy and definition- Experience with feature delivery and tradeoffs of a product- 7+ years of end to end product delivery experience- 7+ years of product or program management, product marketing, business development or technology experience- 7+ years of technical product or program management experience- Experience leading cross-organizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority- Experience working with and influencing senior level stakeholders
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