ShipTech Program and Product Growth team is looking for a passionate Product Manager for the ACSER (Authority Central for Scan Events and Rules) function.
ACSER is the WW authority on scan events and scan-induced workflows – for accurate package tracking and to trigger the right customer facing workflows. The Team's scope covers: (a) creating and modifying scan events to capture package tracking milestones, (b) driving correct scan event usage through scan mapping corrections and implementing operational solves in collaboration with AMZL operations and 3P carrier management teams, (c) enabling business and operations teams to implement scan related workflows that impact customer experience on Amazon platform, (d) maintaining centralized database/platform for scan events (all components ) and cataloguing scan induced workflows, (e) driving central ownership of Sr. Leadership escalations in visibility and notifications space from ShipTech.
The team aims to create an exhaustive and reliable scan universe for package milestones and workflows for delivering a world class visibility experience to the customers.
As a Product Manager for ACSER you will take ownership of defining and improving customer experience around shipment tracking and visibility across Amazon's worldwide infrastructure. The role focuses on owning the product vision and roadmap for transportation milestones that directly impact customer delivery status information. You will act as the voice of the customer while partnering with worldwide Transportation, Customer Service, Customer Experience, Product and Tech teams to drive improvements in package visibility. Success in this position requires strong attention to detail, excellent verbal and written communication abilities, and superior organizational skills to manage multiple stakeholders simultaneously. The ideal candidate should be self-motivated with demonstrated ability to work independently and possess quick learning capabilities to adapt in this fast-paced environment. This role offers the unique opportunity to directly shape and improve the customer experience around package tracking and delivery status information across Amazon's global operations.
Key job responsibilities
1. Understanding Amazon’s evolving needs into the visibility, notifications and scans space. Set-up the strategy in order to Improve the worldwide customer experience and operations visibility through accurate and informative delivery status of milestones.
2. Drive improvement in worldwide shipment infrastructure by defining the usage, configuration, and standardization of transportation milestones.
3. Drive initiatives to improvement accuracy of shipment visibility for improving improve customer experience
4. Conducting evaluation of existing workflows and drive initiative to be Amazon central authority on workflows
5. Work with a variety of cross-organizational stakeholders which includes worldwide Transportation, ATS, AMZL, Customer Service, Customer Experience, Product, and Tech teams.
6. Manage competing priorities and drive alignment with leadership from different teams to implement the optimal solves for worldwide network
7. Drive initiatives to reduce customer contacts through improved package tracking information
8. Drive cross functional solution with global teams including Transportation, Customer Service, Customer Experience, Product and Tech teams to drive improvements in package visibility
A day in the life
ACSER Product Manager role focuses on customer experience and solutions.
The primary goal is to improve worldwide customer experience and operations visibility by ensuring accurate and informative delivery status updates. A key responsibility is aligning all customer-facing scan information with internal operational descriptions to create consistency across the platform.
The role involves several customer-centric initiatives:
- Collaborating with customer service teams to reduce "Where's my stuff?" contacts and concessions caused by misinformation or lack of information in parcel tracking
- Working with performance teams to drive scan compliance across internal and external carriers to improve tracking accuracy
- Partnering with Recipient Experience (REX) team who owns notifications, Progress Tracker and Your Orders experiences
The Product Manager must address visibility challenges that impact customer experience, including:
- Ensuring real-time visibility into package movement
- Enabling proactive planning and identification of impacts to various order types
- Reducing manual processes that could lead to errors in tracking information
Success in this role requires maintaining strong partnerships with Customer Service, Customer Experience, and Product teams while driving initiatives that directly enhance the end-user experience through improved package visibility and tracking accuracy. The focus remains on standardizing scan events globally to create consistent shipment tracking across all stacks, regions, and marketplaces.- 5+ years of product or program management, product marketing, business development or technology experience
- Experience with feature delivery and tradeoffs of a product
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience as a product manager or owner
- Experience owning technology products- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
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