Kindle Services Product Manager Job in Seattle 98119, Washington US
Kindle Services Product Manager
Kindle is the best-selling product in the history of Amazon.com. The Kindle Customer Experience Product Manager will continue to build and grow on the success of the Kindle business on Amazon.com by identifying, tracking, and removing customer pain points to improve the overall Customer Experience (CX) for Kindle. This role will work closely with Kindle Product Management, Kindle Product Development and the broader CS community.
The ideal candidate has outstanding business acumen, strong technical skills, superior written and verbal communication skills, and the ability to influence and lead cross-functional teams. He/she is a self-starter, comfortable with ambiguity, able to think big (while paying careful attention to detail), uses data to drive decisions with a deep understanding of the customer experience, and will enjoy working in a fast-paced dynamic environment.
Key responsibilities:
- Serve as the business liaison between CS and Kindle product management, focusing on setting CS policies and exceptions for Kindle that improve customer experience while balancing the requirements of the business
- Work closely with software teams and be the product expert for the CS organization; Drive creation of functional specifications to be used by multiple teams to build internal resources and customer-facing CS materials
- Be the subject matter expert for new and existing Kindle products content and software Review, provide feedback, and approve customer-facing communication including troubleshooting, new product training, help pages, CS blurbs, and forum posts
- Compile, monitor, and report on customer sentiment expressed in multiple channels and be responsible for leading reviews with senior management; Evaluate and improve systems and methods of targeting, tracking, reporting, and evaluation of customer feedback
- Own daily, weekly and monthly reporting on the state of the Kindle Services key metrics
- Executing business wide initiatives - define project plans, assemble resources, manage implementation activities, and develop all processes associated with product rollout and ongoing support.
- Bachelor's degree required
- 5+ years in product management
- Both technically deep and business savvy enough to interface with all levels and disciplines within the organization
- Demonstrated ability to coordinate projects across functional teams, including customer support, technical, engineering, and product management teams
- MBA preferred
- Proven track record of taking ownership and driving results
- Strong leader with excellent verbal and written interpersonal skills
- Proven analytical and quantitative skills
