Amazon

DESCRIPTION

Imagine you are the single-threaded owner of a product that helps hundreds of thousands of customer service associates around the world understand and improve their ability to deliver best in class customer service to Amazon customers. Imagine you have a dedicated team of engineers to build this vision. How would you assess the internal and complex landscape and work backward from the biggest problems to solve? The customer engagement technology team is looking for an experienced product manager to define and deliver the strategy, roadmap, and features for our contact performance products, which help our associates own and drive their performance. This work solves a critical need for the rapidly scaling, geographically dispersed, and flexibly scheduled CS workforce of the future.

In this role, you will be responsible for assessing the efficacy of the existing products, gaps and a new overall body of work, evaluating planned work against the vision and potential impact, and creating a prioritized roadmap to deliver value for global teams. You will work closely with product, science, learning, UX, and our internal engineering team and partner teams to develop products that create a cohesive employee experience. You will be expected to operate without much guidance, identifying your long-term strategy, priorities, and risks and driving your product roadmap. You will understand and help influence the strategy for complementary products and programs that impact the associate experience, setting a high bar on the team for the product management functional area.

You will drive your product by making data-oriented decisions, passionately advocating for our associates and end user customers and driving a roadmap to deliver on the long-term vision for associate experiences. You will have the ability to deliver results while looking around corners and staying close to the voice of our current and future customers as our workforce evolves.

This position is based on Toronto

Key job responsibilities

• Defining and driving long-term product vision, impact, and prioritization
• Developing PRFAQs, MLPs, and User Stories that support both decision making and engineering team needs
• Own launch coordination and create a mechanism for customer input and feedback
• Contribute to planning cycles and drive product discussions at the executive level
• Create audit mechanisms to track product efficacy and adoption
• Support product management artifacts and collective skill development across the team

Internal job description

A day in the life

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. RRSP

We are open to hiring candidates to work out of one of the following locations:

Toronto, ON, CAN

BASIC QUALIFICATIONS

• 3+ years of product management experience
• Experience managing technical products or online services
• Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services

PREFERRED QUALIFICATIONS

• Knowledge of SQL and VBA at an advanced level
• Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization
• 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!

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.