Customer Engagement Technology (CET) team is responsible for building AI-enabled solutions to revolutionize the way customers solve problems with Amazon Customer Service. We strive to deliver delightful solutions that are able to adapt to customer needs and enable customers to solve common problems without requiring the help of a (human) associate. In this role, you will have the opportunity to define and drive the product initiatives to be built and developed by engineering and science partner teams.

Key job responsibilities
- Define and drive the multi-year vision for the product portfolio.
- Own new capabilities to be developed and deployed for touch/web, chat, and voice channels.
- Lead analyses to identify and size potential opportunities for new product initiatives or for improving existing products using internal data, customer research, and market signals.
- Develop and drive Business Requirements Documents (BRDs) to provide clear goals and objectives, expected experiences and outcomes.
- Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance business needs versus technical constraints, and maximize business benefit while building great customer experiences.
- Collaborate cross-functionally with product leaders (e.g., of voice, chat) and partner teams (e.g., regional teams, concessions-policy team).
- Influence senior leaders across Customer Service and communicate Amazon AI's vision, strategy, goals, status, and customer impact.
- Create documentation to capture and share learnings, facilitate knowledge transfer, and improve performance across the team.

A day in the life
- Drive execution of product roadmap, proactively identifying and clearing bottlenecks, escalating appropriately, anticipating risks and making trade-off decisions. This requires working cross-functionally across multiple partner teams.
- Lead opportunity identification to identify high-ROI improvements to be implemented
- Articulate the product strategy through PRFAQs, 3YP; impact roadmap through OP1/OP2 processes, quarterly roadmap planning
- Drive crisp communication and updates to leadership and stakeholders

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
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our team and will influence our science and engineering to deliver the best possible experience for our customers.

You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure, and handover.