
location_on301, Union Street, Central Business District, Belltown, Seattle, King County, Washington, 98101, United States
Amazon's Customer Experience Improvement (CXI Tech) team is dedicated to redefining how we detect and resolve defects at scale. We own ARCADE, a multi-tenant defect elimination system designed to leverage AI to eliminate the root causes of systemic customer defects in near-real-time. This system supports the Andon Cord, the foundational Amazon customer obsession mechanism established by Jeff Bezos. Our mission is to identify and eliminate unsatisfactory purchasing experiences that may cause customers to return items or not return to Amazon, safeguarding and improving the customer experience across all interactions with the company.
We work within a dedicated team of scientists, engineers, analysts, program managers, and stakeholders, including Retail partners and defect elimination specialists. Our inclusive culture empowers Amazonians to deliver the best results for our customers.
As a Senior Product Manager - Technical, you will re-imagine the way we leverage customer interactions and feedback for defect identification and the actions we take for reliable downstream defect resolution. This role requires you to move seamlessly between defining an ambitious, customer-centric vision and working tactically to test, iterate, and deliver the right solutions. You will build generative AI solutions to autonomously investigate customer issues, identify root causes, and attribute defects to the correct owners.
You will ground your product vision in research, experimentation, and data analysis, balancing being scrappy and frugal with maintaining the highest standards and scalability. Your work will drive large-scale impact by ensuring the right actions are taken on customer defects across the entire Amazon shopping journey.
On a daily basis, you will work alongside engineering, science, and program counterparts across many teams, functions, and business verticals that contribute to Amazon's growth, such as stores and digital devices. You will lead key workstreams including product strategy and design, stakeholder updates, and monthly roadmap reviews. Additionally, you will contribute to business reviews and organizational goal setting, navigating ambiguity in a fast-paced, high-throughput environment while managing multiple priorities with speed and adaptability.
Work model: On-site
301, Union Street, Central Business District, Belltown, Seattle, King County, Washington, 98101, United States
Skills: Genai, Tableau, Qlikview, Quicksight.
Education: Bachelor's degree required; Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics.
Seattle, Washington
Experience in using analytical tools such as Tableau, Qlikview, or QuickSight. Experience in building and driving adoption of new tools. A Bachelor's degree in a quantitative or technical field such as computer science, engineering, or statistics. Experience working across functional teams and senior stakeholders.
Amazon, headquartered in Seattle, WA, operates within the software development industry and is guided by principles including customer obsession, passion for invention, operational excellence, and long-term thinking. The organization focuses on building technologies, inventing products, and delivering services designed to change lives. It combines the scope and capabilities of a large enterprise with the agility and spirit of a smaller entity, making quick decisions and embracing innovation without fear of failure.
Amazonians research and develop a wide range of technologies, from Amazon Web Services to Alexa, on behalf of a global customer base that includes shoppers, sellers, content creators, and developers. The company's mission centers on being Earth's most customer-centric organization, ensuring that all actions, goals, projects, and inventions prioritize the customer above all else.
The concept of "Day 1" defines the company's enduring approach, maintaining the same mindset as its first day to make smart, fast decisions, stay nimble, and continue inventing. This philosophy drives the company to consistently delight customers while navigating the evolving landscape of technology and service delivery.
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