Sr. Product Manager - Tech, Worldwide Capacity Planning

- Bachelor's degree
- 5+ years of end to end product delivery experience
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools

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We harness cutting-edge machine learning and forecasting technologies to revolutionize supply-demand matching across diverse workforce planning sectors. Our dynamic, creative environment fosters rapid invention, development, and deployment of scalable solutions that directly enhance Amazon's customer experience.

Amazon's Worldwide Capacity Planning (WWCP) product is transforming workforce prediction, optimization, and scheduling. Our Work Force Optimization Platform continuously processes planning inputs such as unit forecasts, and fulfillment plans from finance, operations, and supply chain teams. It autonomously forecasts contacts, generates headcount plans and Customer Service Associate (CSA) schedules, analyzes supply-demand gaps, and recommends optimal strategies—all without human intervention. This empowers planners to make strategic and tactical decisions in minutes rather than weeks. The system also provides real-time network monitoring and automated issue resolution, minimizing human involvement throughout the process.


WWCP Tech Team is seeking a Senior Product Manager - Tech to join our ranks.

Why you will thrive with us:

- Direct collaboration with managers and engineers across Amazon to develop next-generation customer support products
- Tangible impact on our bottom line and the ability to drive improvements for customers and associates
- Membership in a growing, fast-paced, and energetic team
- Ownership and accountability for the implementation of your work

Join us in shaping the future of workforce planning and customer support technology at Amazon.

Key job responsibilities
- You will collaborate closely with engineering teams, UX researchers, designers, and program managers in an agile environment to bring products to market.
- Your responsibilities will include exploring emerging technologies and their potential impact on Customer Support, advocating for beneficial adoptions.
- You will define innovative, high-quality roadmaps aligned with Customer Service Technology strategy and vision.
- You will craft detailed product requirements and user stories that inform product specifications and architecture for each new offering. These products will bolster Amazon's expanding business while elevating the standard for world-class customer service.