Sr Product Manager, D2AS Diagnostics

Austin, Texas, USA

Full Time Senior-level / Expert
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Posted 1 month ago

In this role you’ll be working across the Customer Service organization and Device and Digital Service business partners to influence the strategy and execute the roadmap associated with troubleshooting and diagnostics for Amazon devices, digital services, and Alexa. You will play a lead role to expand our ability to programmatically understand the health and status of devices and digital services, to identify or even predict customer issues at global scale, to present recommendations for resolution, or to experiment what data offer the clearest signals to interpret the root cause of a problem impacting the customer experience.

A day in the life
Evangelize the diagnostics capability to Amazon digital and devices product development teams; capture new requirements and work with D2AS software development engineers to translate these into technical requirements; work with legal, security, and privacy partners to evolve our data governance mechanisms; work with business intelligence partners to validate the impact of feature releases; design experiments to de-risk the roadmap and evolve the product vision.

About the hiring group
The Device, Digital, and Alexa Support team provides technical support for Amazon Device and Digital product pines, supporting over 70 device categories, and 13 digital services. Our mission is to help customers get the most value out of their Amazon devices and digital services. We help customers through their journey -- set up, feature awareness, and issue resolution -- in a way that builds trust and increases engagement.

Job responsibilities
In this role you’ll be working across the Customer Service organization and business partners to influence the strategy and execute the roadmap associated with troubleshooting and diagnostics for Amazon Devices, Digital, and Alexa Support. You will play a lead role to expand our ability to programmatically understand the health and status of devices and digital services, to identify or even predict customer issues at global scale, and to present recommendations for self-service resolution or to support a customer service associate during a contact with a customer. You will work closely with partners in Business Intelligence to explore what data offer the clearest signals to interpret the root cause of a problem impacting the customer experience. The ability to earn trust at all levels of the business is a fundamental skill for this role. You will work with multiple teams that support your product area, ensuring they have a clear understanding of goals and requirements, that they are bought into the vision, and that they’re empowered to work autonomously to execute their responsibilities. Your technical background helps the team balance tradeoffs between time-to-market, feature functionality, and engineering elegance. You can think big and help craft experiments to inform the development roadmap.


Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Basic Qualifications


· 5+ years’ experience delivering successful consumer-facing products, or developing businesses in a technical field
· Direct interaction with technical teams defining technical functional requirements for software, hardware, algorithms, or platform services
· Excellent verbal and written communications. You are able to transform raw thoughts and convey technical details to technical and non-technical audiences

Preferred Qualifications

· Experience owning large-scale customer-facing digital products or services.
· 5+ years of product experience owning consumer electronics devices or digital services
· MBA or Advanced degree in Computer Science or Engineering.
· High attention to detail and solid organizational skills
· Ability to develop long-term strategies and influence leadership decisions
· Direct interaction with user experience researchers and designers crafting experiments to refine usability requirements.

Job tags: Engineering User experience
Job region(s): North America
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