Sr. Product Manager, North America Customer Delivery Experience
DESCRIPTION
At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space.
The North America Customer Delivery Experience team is seeking a Product Manager to lead the planning, execution, and delivery of features for existing products. You'll work independently, either embedded within a single team or across multiple teams, focusing on product vision and customer delight. Your work will impact customer experience, feature usability, success metrics, team goals, and potentially organization-level objectives.
As a Product Manager, you'll follow Amazon's "working backwards" approach, serving as the Voice of the Customer. You'll conduct in-person research, perform experiments, and use data-driven insights to identify unique use cases. Your role involves collaborating with designers on prototypes, ensuring product compliance, localization, and accessibility. You'll drive constructive discussions among cross-functional teams to reach consensus on product decisions.
Communication is key in this role. You'll own product feature communications, developing clear documentation and strategic materials. You'll manage stakeholder relationships, articulate feature details, and drive timely decisions to accelerate progress. Your responsibilities may include overseeing the launch process, managing post-launch support, and continuously improving products based on customer feedback and performance metrics.
Leadership and mentorship are also important aspects of this position. You'll contribute to recruiting efforts, mentor team members, and help develop talent within the organization. Your ability to identify and resolve issues, define and monitor KPIs, and drive improvements will be crucial to the success of the team and the products you manage.
Key job responsibilities
- You work effectively with customers, stakeholders, and engineering teams to deliver large or significant features successfully. Your efforts result in measurable improvements to your customer’s experience.
- You own defining the strategic vision for major features or a product, establishing a roadmap, and have a track record of successfully driving engineering teams to deliver on that vision. You make crisp decisions about what projects move forward and in what priority order. You successfully manage all stages of the lifecycle (from concept to delivery).
- You understand the architecture of the systems and technologies behind your product (e.g., workflows, APIs, runtime characteristics, design limitations, and maintenance requirements).
- You are able to influence technical priorities and business strategy through data-driven contributions. You successfully make a case for resource allocation to achieve a desired customer or business outcome.
- You communicate ideas effectively, both verbally and in writing, to all types of audiences. You are able to write narratives, PR/FAQs, and other strategic documentation.
- You foster a constructive dialogue, harmonize discordant views, and lead the resolution of contentious issues (build consensus). You partner successfully with technical and non-technical customers, stakeholders, compliance, and engineering teams.
- Your product management practices set a great example to others. You routinely and efficiently deliver the right things. You are a simplifier. You judiciously add, refine, and remove features. You proactively identify risks and bring them to the attention of your team and stakeholders with plans for mitigation before they become roadblocks.
- You actively participate in the hiring process and mentor others.
A day in the life
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 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. 401(k) Plan
About the team
The Customer Delivery Experience (CDE) Delivery Estimate Accuracy (DEA) team's focus is to standardize, optimize, and teach to impact customer experience, support business growth, innovation and balance different tradeoffs to manage cost, speed and quality. The CDE team strives to be experts in mining, maintenance and reporting of order fulfillment data and make intelligent recommendations of process innovation across execution in Amazon’s supply chain. The team also has single threaded ownership of improving Delivery Estimate Accuracy and drive several tactical programs across multiple cross functional teams in the Amazon supply chain including field operations, planning, technology and execution teams.
BASIC QUALIFICATIONS
- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
PREFERRED QUALIFICATIONS
- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
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, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.