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Director of Customer Promise
Amazon
Seattle, WA, United States
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DESCRIPTION
At Amazon, we strive to be the most customer-centric company on Earth. At the core of our global vision is the Promise team tasked with making industry-leading delivery promises and relentlessly executing to meet them. To achieve this, we begin with our customers and work backwards, leveraging data from millions of orders and billions of interactions to pioneer new scalable solutions to ensure we have the right products in the right place at the right time. We are seeking a Director of Product Management for Promise. The Promise team seeks to identify the optimal delivery option for whatever a customer wants. We believe finding an optimal delivery promise and living up to it consistently improves the customer experience because we increase confidence and trust in Amazon as the single, best option to get what you want when you want it.
As a Director, Product Management for Promise, you will identify opportunities to improve our customer experience and drive initiatives to design, develop, test and deploy Promise services that evaluate inventory, fulfillment capabilities, carrier capabilities and customer preferences to return an optimal delivery promise in milliseconds. To achieve this you will build a team of engineers, product managers, economists and research scientists and partner closely with Amazon operations teams.
This role is a highly visible and critical position within Amazon with significant customer impact. A successful candidate will have an established background in data science and product management with strong technical ability, project management skills, great communication skills and a motivation to achieve results in a fast paced environment. In this role, you will:
• Establishing a vision & strategy for Amazon Delivery Promise
• Creating innovative solutions to drive customer value
• Working with Operations Leaders, Software Development
• Leaders and Finance partners to provide solutions
• Establishing and leading solutions across multiple teams
• Mining and analyzing data for metrics and decision support
• Driving results by exercising judgment using available information
• Monitor the impact of global supply chain and transportation performance on customer promises
• Develop and apply sophisticated quantitative analysis to produce actionable insights
• Evolve Amazon’s understanding of customer behavior by developing new metrics and around market demand as it relates to physical delivery
• Establish vision and manage feature backlogs for functional areas
• Exercise judgment in prioritizing between competing initiatives
• Provide clear direction and relevant communication to data science, engineering, and senior leader stakeholders regarding business performance and project status
BASIC QUALIFICATIONS
• BS in Computer Science with at least 10 years of industry experience.
• At least 10 years of experience managing enterprise software engineering teams.
• Successful experience simplifying complex, interactive customer experiences
• Technically credible to lead a team of world class software engineers and development managers and be able to deliver the right product with a scalable engineering design.
• A passion for people management and mentorship; hiring and developing great people
• Ability to think creatively, deal with ambiguity, and manage changing priorities
• Ability to drive initiatives to completion in a fast-paced, dynamic environment
PREFERRED QUALIFICATIONS
• Strong analytical and reporting skills
• MBA or related advanced degree
• Strong organizational and communication skills
• Experience with analytics and handling large data sets
• Experience with large distributed systems
• Has passion and convictions and the innate ability to inspire passion in others
• Thinks strategically, but stays on top of tactical execution
• Exhibits excellent judgment
• Hires great people, develops great leaders
• Has relentlessly high standards
• Thinks strategically, but stays on top of tactical execution
• Expects and requires innovation of her/his team
• Thinks big and has convictions
• Results oriented
• Has the innate ability to inspire passion in others
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation