Amazon Business (AB) is one of Amazon's fastest-growing new initiatives, providing business customers with the pricing, selection, and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers, and in Amazon Business Customer Service (CS), we make their experience delightful. We identify and drive business-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We're making history, and we've only just begun.

A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders, is data-driven, and has experience managing complex business challenges. They are customer-obsessed and not afraid to get their hands dirty navigating requirements from different business teams.

They have a strong bias toward data-driven decision-making and an innate ability to understand how metrics relate to business problems and to each other. This person is willing to experiment, learn, and iterate to improve. They understand and account for the implications of their work on front-line operations.

Key job responsibilities
- Own, define, and drive the customer-working- backwards strategy, tenets, long-term goals, and artifacts, including customer and stakeholder feedback, impact analysis, and business metrics to inform direction.
- Define product vision, including future roadmap, investment, innovation, and experimentation.
- Work with technology teams to align development with the product roadmap.
- Own the Go-To Market (GTM) plan to deliver results that ensure customer and business goals are met in operational launch plans. Assess and make trade-offs based on customer requirements and QA/testing of the product.
- Use voice-of-the customer mechanisms to glean customer needs that can be uniquely met by Amazon Business. Work backwards from the customer to create compelling proposals for new service offerings for customers of all sizes, globally, and present these ideas to senior leadership.
- Lead product operations, including monitoring and responding to customer and stakeholder feedback, continuous product improvement, and business growth.
- Lead interaction with cross-functional teams, including working closely with engineering, program management, operations, finance, and executive leadership. Ensure key information cascades consistently and smoothly across stakeholder organizations.
- Create clear, engineering-ready documents to build new support experiences and improvements to existing ones.

A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
Amazon Business Customer Service (CS) is responsible for supporting individual professionals, businesses, and institutions that buy products in small or bulk quantities to run their businesses smoothly. As a Senior Product Manager on our team, you will define and execute the roadmap for customer experience management products that are suited for all customer segments, and you will work cross-functionally in a highly matrixed environment. This is a crucial role that offers candidates a mix of vision, customer obsession, and execution skills, with the chance to shape the service strategy for Amazon Business CS.