Sr. Product Manager - Tech, Integrated Help Experiences , Support Products & Services
Amazon
Full-time
On-site
Seattle, Washington, United States
$136,100 - $235,200 USD yearly
We've all been there: You're cruising through routine tasks on a website when you have a question or need help with something. Maybe you don’t know how to get started, or you’re stuck in a workflow, not sure how to best proceed, or you just want some reassurance from a human that what you’re doing is right before you spend a bunch of time and money doing it the wrong way. You stop what you’re doing, look for the closest approximation of a Help Center, and go there in hopes that you’ll find what you need. Sometimes you do, sometimes you don’t. And when you don’t, it can be impossible to figure out how to get in touch with an actual human. So, sometimes, you just give up.
This role is in the Support Products & Services team. As Sr. Product Manager-Tech, Integrated Help Experiences for Amazon Ads, you will reimagine how we organize, personalize, and deliver in-product help content across support channels. You will build help features and applications that deliver support content where and when Advertisers need it that is context and user aware, making it highly relevant. You will design products and features that provide proactive education to over one million users, and contribute to substantial revenue growth for Amazon. You will build experiences that smartly delivers personalized content based on data models you will imagine and work with data scientists to build. You will leverage the latest in AI technology to deliver helpful and easily discoverable content when and users need it.
Key job responsibilities
• Define and execute the vision for in-product help and education experience that understands the context of both the product and the user to provide a targeted experience.
• Identify the questions and problems that our customers encounter, and partner with our UX Content team to craft solutions that customers love to use.
• Localize your solution to enable our global customers.
• Leverage data science to create learning loops that create a "living" help experience that gets smarter with each visit and provides our product teams with vital feedback to improve the customer experience.
• Collaborate with the Help Content team to partner in the vision and development of the integrated help and education experience.
• Own the entire product life cycle concept to design to creating detailed requirements and working with Engineering to execute on product delivery.
• Conduct competitive analysis and industry research to identify gaps and opportunities that will help us help our customers more cost-effectively.
• Evangelize and practice A/B Testing to quickly and efficiently identify and evaluate ideas that will inform your roadmap.
• Define, track and report on the metrics that measure your impact on customer product usage and satisfaction.
About the team
The Support Products & Services (SP&S) team’s vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions both address immediate issues and unlock future business opportunity. Our scope includes self-service Help and expert one-on-one assistance when self-service Advertisers contact Amazon. Additionally, ASO leverages our unique connection with Advertisers to gather feedback and suggest workflow improvements to reduce user friction.
- 5+ years product management experience supporting global products in B2B and B2C companies.
- 2+ years experience with multi-channel in-product help and education technology and product solutions (e.g. Smart FAQs, ask an expert, embedded product tours, chat, bots, etc.).
- Experience with globally deployed and localized enterprise content management systems.
- Ability to create a compelling business case in writing.
- Strong analytical acumen and comfortable drawing metric-based conclusions.
- Bachelor's Degree.
- Experience using data science to create programmatic learning loops to pinpoint specific opportunities for improvement in the customer experience.
- MBA
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
This role is in the Support Products & Services team. As Sr. Product Manager-Tech, Integrated Help Experiences for Amazon Ads, you will reimagine how we organize, personalize, and deliver in-product help content across support channels. You will build help features and applications that deliver support content where and when Advertisers need it that is context and user aware, making it highly relevant. You will design products and features that provide proactive education to over one million users, and contribute to substantial revenue growth for Amazon. You will build experiences that smartly delivers personalized content based on data models you will imagine and work with data scientists to build. You will leverage the latest in AI technology to deliver helpful and easily discoverable content when and users need it.
Key job responsibilities
• Define and execute the vision for in-product help and education experience that understands the context of both the product and the user to provide a targeted experience.
• Identify the questions and problems that our customers encounter, and partner with our UX Content team to craft solutions that customers love to use.
• Localize your solution to enable our global customers.
• Leverage data science to create learning loops that create a "living" help experience that gets smarter with each visit and provides our product teams with vital feedback to improve the customer experience.
• Collaborate with the Help Content team to partner in the vision and development of the integrated help and education experience.
• Own the entire product life cycle concept to design to creating detailed requirements and working with Engineering to execute on product delivery.
• Conduct competitive analysis and industry research to identify gaps and opportunities that will help us help our customers more cost-effectively.
• Evangelize and practice A/B Testing to quickly and efficiently identify and evaluate ideas that will inform your roadmap.
• Define, track and report on the metrics that measure your impact on customer product usage and satisfaction.
About the team
The Support Products & Services (SP&S) team’s vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions both address immediate issues and unlock future business opportunity. Our scope includes self-service Help and expert one-on-one assistance when self-service Advertisers contact Amazon. Additionally, ASO leverages our unique connection with Advertisers to gather feedback and suggest workflow improvements to reduce user friction.
- 5+ years product management experience supporting global products in B2B and B2C companies.
- 2+ years experience with multi-channel in-product help and education technology and product solutions (e.g. Smart FAQs, ask an expert, embedded product tours, chat, bots, etc.).
- Experience with globally deployed and localized enterprise content management systems.
- Ability to create a compelling business case in writing.
- Strong analytical acumen and comfortable drawing metric-based conclusions.
- Bachelor's Degree.
- Experience using data science to create programmatic learning loops to pinpoint specific opportunities for improvement in the customer experience.
- MBA
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.