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Director, CS Product Technology
Amazon
Seattle, WA, United States
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DESCRIPTION
Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Service Product and Technology department. This department owns the products and technology that run our Customer Service Network including our internally developed CRM, Contact Routing Platform, and customer-facing tools such as Your Account, and contact platforms such as chat and messaging. We collaborate with other CS teams to improve customer data security, reduce concessions, and improve and automate workforce planning. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of Machine Learning applications. As Director of the Customer Service Product and Technology team, you will be a pragmatic visionary who can translate business needs into product and technology solutions that scale both technically and operationally. You are responsible for driving quality and enabling innovation. You will recruit top talent, manage evolving / complex demands, including multiple projects with dependencies on other internal organizations. We have a team culture that encourages innovation and expect developers and management alike to take a high level of ownership for the product vision, technical architecture, and project delivery. Responsibilities include direct management of product and technical leaders, development of managers, process and quality of service improvements, strategic planning, project management for software within the team, and management of resources across teams. Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of delivery.
Key Responsibilities:
• Have the obsession to drive a better customer experience through everything that we do here at Amazon
• Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives
• Foster culture of continuous engineering improvement through mentoring, feedback, and metrics
• Own and champion engineering and operational excellence through establishment of group-wide metrics for measurement with a consistent, regular process for assessment and improvement
• Interface with a diverse customer base to understand requirements, priorities, and processes
• Set clear, measurable quality goals for an organization in a data-driven way
BASIC QUALIFICATIONS
• 10+ years of experience building and managing development teams that design and deliver large distributed systems.
• 5+ years of experience of managing products, budgets and justifying resource needs to senior leaders and finance partners.
• 5+ years of experience managing and effectively operating a complex system that is highly reliable and scalable.
• Bachelors in Computer Science or Engineering is required
• Manages and leads several engineering/systems teams for an organization.
• Responsible for delivering and owning large-scale, cross company systems.
• Develops long-term strategies and influences leadership decisions.
• Deep understanding of how their functional systems interface with – and depend upon – systems throughout the company.
• Exceptional and effective verbal and written communication skills.
• Exceptional attention to detail and organizational skills.
• Exceptional project management skills.
PREFERRED QUALIFICATIONS
• 5 years’ experience with customer facing applications or customer service related applications.
• MBA or Advanced degree in Computer Science or Engineering
• 7-10 years of related experience with large scale strategic planning within a disbursed organization.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation