Sr Manager, PMT, CS

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

We are looking for a customer-obsessed product leader to join us as a leader for the Dynamic Andon Response Team (DART) org within Customer Service. You will lead our team of program managers, product managers, quality managers and business analysts who dig deep into peer-to-peer consultation and customer escalations, trace it back to its source, and drive upstream and downstream product and programmatic improvements to DART Usage. Your teams will own the roadmap of DART strategic initiatives primarily focused on technical solutions to eliminate wasteful usage for DART and enhance CX for DART escalations.

Key job responsibilities The role requires someone who can use significant expertise and high judgment to distill diverse inputs from customers, DART specialists and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will work across multiple organizations and leadership to influence and achieve consensus on priorities.