Sr. Product Manager-Tech, Customer Service, AWS Training and Certification
Job summaryAmazon Web Services (AWS) provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers critical applications for hundreds of thousands of businesses in 190 countries around the world.
The Training and Certification (T&C) team aims to train 100
million learners on the AWS Cloud.
We will get there by providing a world class training platform, designed and built with our customers in mind.
To achieve this goal, we need exceptionally talented, bright, and driven people.
We are looking for a Customer Service Product Manager to join the AWS Training and Certification Team.
This person will serve as the liaison between the T&C organization and the customer service organization.
In this role you will be the main point of contact for all T&C customer service related inquiries across Amazon.
Given the breadth of products and services we have and are building, this role requires coordination across teams such as Operations, Engineers, Program and Business Leaders.
You will be responsible for the overall success and user experience of customer service for AWS Training & Certification products.
Additionally, you'll be representing customer service needs across the organization and will be responsible for defining new products, features and fixes that address key customer service issues and concerns.
The ideal candidate has exceptional problem-solving skills, sound business judgment, and demonstrated experience leading cross-functional teams.
You have a proven ability executing both strategically and tactically, and are excited to take on a new, ambiguous challenges.
This job can be located near any AWS office in the United States.
Preferred cities include Portland, OR.
Key job responsibilitiesMain responsibilities include, among others:
Responsible for the overall success and user experience of Customer Service for AWS Training & Certification productsActs as the primary point of contact for all T&C Customer Service related inquiries from Amazon stakeholdersActs as an escalation point for Customer Service related customer concernsLeads Customer Service related projects within T&CResponsible for tracking and reporting on Customer Service key performance metrics on a weekly, monthly, and quarterly basisDrive broad adoption and provide an unparalleled customer experience.
This leader should be experienced with a range of approaches, including:
feature development, customer surveys and profiling, successful delivery of products using agile process and experimentation.
Experience contributing to engineering discussions around technology decisions and strategy related to product.
Participate in strategic and tactical planning discussionsDesign the approach, measure customer experience, and prioritize customer needs by leveraging quantitative and qualitative data across different technologies and productsDefine, prioritize, plan and deliver the projects that need to be implemented to improve the customer experienceSchedule, secure resources and manage cross functional teams to deliver projects.
Monitor initiatives' overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
Regular reporting to executive stakeholdersAbout UsAs cloud technologies continue to transform businesses, skilled individuals are in high demand.
At AWS Training and Certification (T&C), we are passionate about revolutionizing the way people advance their cloud skills and careers.
We equip diverse builders of today and tomorrow with the knowledge they need to leverage the power of the AWS Cloud.
Join our dynamic, fast-growing team and help us empower our customers to build cloud skills.
Inclusive Team CultureHere at AWS, we embrace our differences.
We are committed to furthering our culture of inclusion.
We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.
We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.
Amazon's culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life BalanceOur team puts a high value on work-life balance.
It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life.
We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.
We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career GrowthOur team is dedicated to supporting new members.
We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship.
We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded employee and enable them to take on more complex tasks in the future.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Training and Certification (T&C) team aims to train 100
million learners on the AWS Cloud.
We will get there by providing a world class training platform, designed and built with our customers in mind.
To achieve this goal, we need exceptionally talented, bright, and driven people.
We are looking for a Customer Service Product Manager to join the AWS Training and Certification Team.
This person will serve as the liaison between the T&C organization and the customer service organization.
In this role you will be the main point of contact for all T&C customer service related inquiries across Amazon.
Given the breadth of products and services we have and are building, this role requires coordination across teams such as Operations, Engineers, Program and Business Leaders.
You will be responsible for the overall success and user experience of customer service for AWS Training & Certification products.
Additionally, you'll be representing customer service needs across the organization and will be responsible for defining new products, features and fixes that address key customer service issues and concerns.
The ideal candidate has exceptional problem-solving skills, sound business judgment, and demonstrated experience leading cross-functional teams.
You have a proven ability executing both strategically and tactically, and are excited to take on a new, ambiguous challenges.
This job can be located near any AWS office in the United States.
Preferred cities include Portland, OR.
Key job responsibilitiesMain responsibilities include, among others:
Responsible for the overall success and user experience of Customer Service for AWS Training & Certification productsActs as the primary point of contact for all T&C Customer Service related inquiries from Amazon stakeholdersActs as an escalation point for Customer Service related customer concernsLeads Customer Service related projects within T&CResponsible for tracking and reporting on Customer Service key performance metrics on a weekly, monthly, and quarterly basisDrive broad adoption and provide an unparalleled customer experience.
This leader should be experienced with a range of approaches, including:
feature development, customer surveys and profiling, successful delivery of products using agile process and experimentation.
Experience contributing to engineering discussions around technology decisions and strategy related to product.
Participate in strategic and tactical planning discussionsDesign the approach, measure customer experience, and prioritize customer needs by leveraging quantitative and qualitative data across different technologies and productsDefine, prioritize, plan and deliver the projects that need to be implemented to improve the customer experienceSchedule, secure resources and manage cross functional teams to deliver projects.
Monitor initiatives' overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
Regular reporting to executive stakeholdersAbout UsAs cloud technologies continue to transform businesses, skilled individuals are in high demand.
At AWS Training and Certification (T&C), we are passionate about revolutionizing the way people advance their cloud skills and careers.
We equip diverse builders of today and tomorrow with the knowledge they need to leverage the power of the AWS Cloud.
Join our dynamic, fast-growing team and help us empower our customers to build cloud skills.
Inclusive Team CultureHere at AWS, we embrace our differences.
We are committed to furthering our culture of inclusion.
We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.
We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.
Amazon's culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life BalanceOur team puts a high value on work-life balance.
It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life.
We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.
We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career GrowthOur team is dedicated to supporting new members.
We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship.
We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded employee and enable them to take on more complex tasks in the future.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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