Amazon Sr Mgr Prod Mgmt-Tech CS-AI L7 Customer Service Tech 

United States, Washington, Seattle 

746084399

In this role you will lead a team that will develop our product vision for using GenAI to revolutionize how customers interact with Customer Service. You will be responsible for developing a vision on how we will use LLMs through touch, text and voice channels to solve customer problems through engaging with our automation and solving their issues faster than going to a human. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objectives and adhere to business plans towards shared goals. You will be responsible for key workstreams including strategic vision setting, market and competitive analysis, customer research, business reviews, engineering and science roadmap 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.Key job responsibilities
• Manage a team of product owners that are responsible for defining product vision, strategy, requirements for our customer service automation roadmap.
• 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.
• 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.
A day in the life
In 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.
Benefits Summary:1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

- Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
- 10+ years of technical product or program management experience
- 7+ years of team management experience
- Experience in a high-performance start-up or incubation effort within a larger company
- Experience leading cross-functional software development teams, operations , UX Designer and other Product Managers
- Experience working with Generative AI products.

- MBA
- Strong technical acumen and understanding of emerging disruptive technologies, like Generative AI, IoT, NFC, etc
- 10+ years of team management experience.
- 10+ years of tech program management experience.
- 10+ years of end to End product delivery experience.