Do you want to play a role in the transformation of Selling Partner Support? We are recruiting a PM to help us craft our next-generation support experiences, using improved UX and GenAI orchestrated solutions to rapidly increase the range of automated and guided solutions we offer to Selling partners needing support.

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.

Over the next three years, we are reinventing what types of solutions that we develop, aligning with upstream experience teams on those experiences we believe they should take over from our team and deprecating the experiences we have built, and creating a GenAI-based set of solution building tools.

Key job responsibilities
General Responsibilities may include:
Developing and executing scalable business plans and product requirements – being a business owner
Driving cross-functional projects to completion
Developing strategies based on data analysis
Communicating effectively with senior management
Maintaining an deep customer-focus
Balancing strategic thinking with tactical, detailed execution
Working cross functionally with teams throughout the company

A day in the life
The primary role of a PMT within Amazon is to assume end-to-end product ownership over one of our technical product offerings. PMTs are expected to dive deep into the technology both from a product and customer perspective, working with software engineers and business partners to define, build, launch and grow new technology-driven products and services. With input from business stakeholders, they develop business and product requirements, prioritize needs, and manage milestones and overall roadmap. PMTs work closely with technical teams to understand root causes of customer pain points and drive the right solutions to exceed customer expectations.

About the team
We are a team of product managers, program managers, and process engineers, constructing guided solutions for Sellers and Support Associates so that we can quickly and accurately solve the problems our Sellers encounter everyday.