Amazon
Senior Product Manager - Tech, Selling Partner Support
Amazon, Seattle, Washington, us, 98127
Senior Product Manager - Tech, Selling Partner Support
Job ID: 2675408 | Amazon.com Services LLCDo you want to play a role in the transformation of Selling Partner Support? We are recruiting a Senior Product Manager - Technical (PM-T) to help us craft our next-generation workflows solution.Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems. We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2023. In 2023, our team eliminated 1.15MM Seller contacts by automating resolution to their problems without requiring an Associate. We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.In 2024, we are busy transforming our legacy Workflows into Actions so that we have a library of capabilities that our new "Get Help" LLM-driven support experience will use to improve Selling Partner problem intent prediction, solution accuracy, and response quality. Once we complete re-implementation of our Workflows as Actions, those components will be LLM-learnable, -predictable, and -orchestratable; and we will turn our focus to automation expansion and building capabilities so that we can learn from our Associates about the improvised solutions they execute and get those codified in our model and scaled across the Associate population so that we can resolve more cases automatically and improve the Associate experience and resolution accuracy when human in the loop is required.Key Responsibilities
Build business cases, articulate strategy, sell your vision to leadership, understand the market, analyze consumer engagement, lead your team, etc.Make hard, high-judgment trade-offs between features and speed-to-market.Develop a long-term strategy for your area of ownership and execute go-to-market plans for new features and offerings.Present your findings to large groups, including senior leaders.BASIC QUALIFICATIONS
Bachelor's degreeExperience owning/driving roadmap strategy and definitionExperience contributing to engineering discussions around technology decisions and strategy related to a productPREFERRED QUALIFICATIONS
Experience in building and driving adoption of new toolsAmazon 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, protected veteran status, disability, age, or other legally protected status.Posted:
October 2, 2024 (Updated about 7 hours ago)
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Job ID: 2675408 | Amazon.com Services LLCDo you want to play a role in the transformation of Selling Partner Support? We are recruiting a Senior Product Manager - Technical (PM-T) to help us craft our next-generation workflows solution.Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems. We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2023. In 2023, our team eliminated 1.15MM Seller contacts by automating resolution to their problems without requiring an Associate. We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.In 2024, we are busy transforming our legacy Workflows into Actions so that we have a library of capabilities that our new "Get Help" LLM-driven support experience will use to improve Selling Partner problem intent prediction, solution accuracy, and response quality. Once we complete re-implementation of our Workflows as Actions, those components will be LLM-learnable, -predictable, and -orchestratable; and we will turn our focus to automation expansion and building capabilities so that we can learn from our Associates about the improvised solutions they execute and get those codified in our model and scaled across the Associate population so that we can resolve more cases automatically and improve the Associate experience and resolution accuracy when human in the loop is required.Key Responsibilities
Build business cases, articulate strategy, sell your vision to leadership, understand the market, analyze consumer engagement, lead your team, etc.Make hard, high-judgment trade-offs between features and speed-to-market.Develop a long-term strategy for your area of ownership and execute go-to-market plans for new features and offerings.Present your findings to large groups, including senior leaders.BASIC QUALIFICATIONS
Bachelor's degreeExperience owning/driving roadmap strategy and definitionExperience contributing to engineering discussions around technology decisions and strategy related to a productPREFERRED QUALIFICATIONS
Experience in building and driving adoption of new toolsAmazon 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, protected veteran status, disability, age, or other legally protected status.Posted:
October 2, 2024 (Updated about 7 hours ago)
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