Amazon Customer Service is reinventing how Customer Service Associates develop the skills required to solve increasingly sophisticated customer problems. Our Associate Experience organization owns the products and experiences that help associates onboard faster, continuously build capability, and collaborate effectively with AI.
We are seeking a Product Manager to define the future of workforce development across Customer Service.
You will own the product strategy for onboarding, learning, coaching, and capability development experiences used by hundreds of thousands of associates globally. Working closely with Engineering, UX, Applied Science, and Operations, you will create adaptive learning experiences, embedded coaching, personalized development journeys, and intelligent interventions that continuously improve associate capability throughout the employee lifecycle.
The current experience is fragmented across multiple tools and workflows. This role will define the next generation of workforce development experiences that enable associates to continuously learn within the flow of work.
Key job responsibilities
> Own the product strategy and roadmap for onboarding, learning, and coaching experiences.
> Build adaptive learning, embedded coaching, and personalized capability development experiences.
> Define how AI can personalize workforce development across the associate lifecycle.
> Partner closely with Engineering, UX, Applied Science, Business Intelligence, and Operations to modernize workforce development experiences.
> Define experimentation strategies and success metrics that continuously improve associate capability.
> Drive product execution from vision through launch.
- Bachelor's degree
- 5+ years of technical product or program management experience
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience in building and driving adoption of new tools
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience building learning technologies, enterprise software, or AI-enabled products.
- Experience developing customer or employee-facing software at scale.
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