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Amazon Corporate LLC Principal PM Tech, Pre-emptive, Shipping and Delivery Support in Seattle, Washington

Job summaryShipping and Delivery (SDS) Support's Product & Technology team is building the next generation customer and user experience for one of the fast-growing Amazon business, Amazon Logistics (AMZL). AMZL is growing rapidly, has multiple customer segments (drivers, recipients, shippers, property managers and storage owners) and is an extremely dynamic business. Our features and systems must be flexible and adaptable to respond to business needs, deliver a consistent experience for multiple customer segments, automate low complexity tasks, and simplify processes to support and resolve customer issues quickly. Few of the investment areas for our team includes machine learning based pre-emptive shipment rescue, frustration-free Contact Us experience, and next generation contact handling experience for our associates.The Shipping & Delivery Support (SDS) Organization is targeting a new bar for customer service that enhances customer trust, provides a local affinity, prioritizes experience over cost, while striving for a cost neutral customer service support model. Amazon's end-to-end fulfillment of the customer purchasing process, from the time a customer clicks the buy box to the point the customer receives their item at the doorstep, offers a unique opportunity to provide seamless, single-threaded customer service without the need for customer to contact Amazon aka Preemptive CS. As a Principal PM Tech, Pre-emptive CS, are looking for a leader who will establish the vision and strategy for Preemptive Support for all customer segments WW. This includes designing, implementing, and governing preemptive customer outreach channels and secure contact mechanisms (such as push notifications, text messaging, emailing, or outbound calling), driving quality and cost tradeoffs to determine the appropriate support type (e.g. self-service, integration with standard CS support, or white-glove escalation support). This leader must have a desire to lead others, enjoy being the architect of customer experiences, and be confident developing new data sets to measure progress toward long term results. You will lead a team of product, program and analytics leaders, while collaborating with multiple science, technical and operations teams across Amazon Customer Service and Last Mile organizations and influence these strategic decisions. You will build solutions that are extensible and allow our pre-emptive support services to scale across new customer segments and use cases. You will play a critical role in broad business planning, works closely with senior executives to develop business targets and resource requirements, influences our long-term technical and business strategy, helps us hire talented teams of product & program managers and ultimately enables us to deliver innovative new solutions rapidly.Key job responsibilities* Bring long-term thinking, customer obsession and balance conflicting interests, to converge on outcomes that earn trust and customer loyalty* Demonstrate ability to use quantitative and qualitative data to prioritize and influence work prioritization.* Have understanding of technology and services to influence prioritization and key tech decisions.* Have a proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is desired.* Have an ability to present compelling arguments and influence teams across Amazon to action through well written narratives.* Have a broad perspective on the overall customer delivery experience and defects which can occur.* Drive results that shows creativity and innovation.About the teamAs Earth's most Customer Centric Company, Amazon's Customer Service organization is dedicated to building solutions that provide our customers with the best experience for fast resolutions when faced with an order issue. Shipping and Delivery (SDS) Supp

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