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Sr Product Marketing Manager, Customer Service by Amazon (CSBA)

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
At Amazon we continually look for opportunities to invent on behalf of our customers helping them to find and discover virtually anything they want to buy online. To this end we are building and scaling the Customer Service by Amazon (CSBA) program which will positively influence the experience for millions of customers worldwide and deliver an enhanced solution to our 2+ million selling partners within the Merchant Fulfilled Network. After successful pilots, the future of our program is compelling and we are focused on building and scaling the robust, innovative offering globally with plans to rapidly enter new market places over the next months.

We work vigorously to earn and keep our customers trust and insist on the highest standards which makes a positive customer service experience of upmost importance. With Amazon’s robust Merchant Fulfillment Network the customer service experience varies due to the large number of selling partners who manage their customer service in-house, which at times can seem inconsistent from the perspective of the customer. With CSBA, we strive to provide a consistent, quality offering that obsesses over the customer experience while also reducing the load on our Selling Partners who can then shift their focus on other daily operations.

Key job responsibilities
We are seeking an accomplished, Senior Product Marketing professional to manage the full lifecycle of the CSBA product for which you will support and define the strategy and measurement. You will be responsible for certain aspects of the CSBA go-to-market strategy, including contributing to development, defining and enhancing seller segmentation, and capturing the voice of the customer and seller. This role plays a critical part in our go-to-market success by driving awareness, adoption, and engagement across our global Selling Partner community. A successful candidate will think big, and be eager to take on a fast paced, growing product with global aspirations.

A day in the life
In this role you will work closely with and across Marketing, Product, Sales, Platform, Research and Training teams to identify gaps in knowledge and areas for increased innovation opportunities. This role requires a strong strategic thinker with a track record of successful execution of products. You will join a rapidly-growing dynamic team, and have the opportunity to influence the strategic direction of a major, customer centric initiative.

About the team
The CSBA team is a rapidly growing & dynamic team aligned around a common mission of improving customer and selling partner experience with Amazon.

BASIC QUALIFICATIONS

  • 5 years’ experience in product marketing, product management or product development
  • Bachelor’s Degree in Marketing, Communications, Computer Science or related discipline
  • Experience driving product positioning development and go-to-market strategies

PREFERRED QUALIFICATIONS

  • Project management experience and fanatical attention to detail
  • Experience in eCommerce, advertising or technology sector
  • Experience working with a fast-paced and geographically diverse sales organization
  • Ability to work cross-functionally in a matrixed organization
  • Entrepreneurial spirit / ability to try different things with minimal direction
  • Effective communication skills and clear customer focus
  • Quick decision making abilities demonstrating bias for action under tight timing and pressure

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.

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Sr Product Marketing Manager, Customer Service by Amazon (CSBA)

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Contact us

Amazon

Our mission: To be Earth's most customer-centric company.

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