Senior Product Manager

3 days ago


Seattle, Washington, United States Amazon Full time
About the Role

We are seeking a highly skilled Senior Product Manager - Technical to join our Customer Engagement Technology (CET) Team within Customer Service (CS). As a key member of our team, you will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to revolutionize how customers interact with Customer Service.

Key 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, providing additional benefits to customers.
  • 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.
  • 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.
About the Team

Join our team of product leaders, scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.



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