Sr Manager, PMT, CS

Technology, Data & Digital · Product & Design · Product Management

In short

Amazon Customer Service (CS) is looking for a Sr Manager, PMT to lead the Dynamic Andon Response Team (DART) organization. This role will manage a team of program managers, product managers, quality managers, and business analysts to identify and eliminate customer friction, drive product and programmatic improvements, and enhance customer experience. The ideal candidate will possess strong analytical skills, strategic thinking, and experience in team management and roadmap strategy.

Responsibilities

Lead teams of program managers, product managers, quality managers, and business analysts.
Dig into peer-to-peer consultation and customer escalations to trace them back to their source.
Drive upstream and downstream product and programmatic improvements to DART Usage.
Own the roadmap of DART strategic initiatives focused on technical solutions to eliminate wasteful usage and enhance CX.
Analyze customer friction data to identify opportunities and build compelling cases for improvements.
Partner across multiple organizations and leadership to influence and achieve consensus on priorities.
Drive high impact innovation and improvements that can transform the service experience.
Create mechanisms that make defect elimination sustainable, including building dashboards and tools.
Design processes that catch problems before they reach customers and establish metrics.
Work at both tactical and strategic levels to deliver results.
Lead multiple teams to improve customer experience by proactively identifying and eliminating sources of customer escalations and associate consult contacts.
Own the DART Usage Rate improvement vision and create scalable mechanisms to drive organizational change.
Establish data-driven approaches to surface customer pain points and drive upstream action across organizations.
Influence senior leaders to prioritize and address systemic customer experience issues causing escalations through high-quality analytics and communication.
Advocate for customers in product, design, and operational decisions across organizations.
Deliver measurable outcomes aligned with organizational goals.
Write and present clear narratives to drive alignment and decision-making.
Coach and develop high-performing teams while creating leadership opportunities.

Requirements

6+ years of team management experience
Bachelor's degree
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product

Desired Qualifications

Experience delivering consumer software products and services in a high growth environment

#Project/Program/Product Management--Technical

About Amazon

Earth's most customer-centric company

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.\n\nTogether, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers:…

See all open jobs at Amazon Read more about Amazon Website