Join Amazon Customer Service as a product leader for the Dynamic Andon Response Team (DART). You will lead a team of program managers, product managers, quality managers, and business analysts focused on enhancing customer escalations and driving upstream product improvements.

This role is perfect for a customer-obsessed individual with a knack for tackling complex challenges and translating them into actionable strategies. You'll be instrumental in shaping the future of customer service through innovative technical solutions and impactful programmatic enhancements.

Define and execute a strategic vision for DART initiatives, concentrating on technical solutions to minimize wasteful usage and elevate the customer experience during escalations.

Analyze customer friction data to pinpoint significant opportunities and build compelling cases for product and programmatic enhancements. Deeply investigate complex problems that impact multiple stages of the customer journey.

Collaborate across various organizations and leadership levels to influence priorities and achieve consensus. Partner with internal and external teams to drive high-impact innovation that transforms the customer service experience.

Develop sustainable defect elimination mechanisms, including dashboards, tools, and processes. Establish key metrics to maintain focus on organizational goals and deliver results at both tactical and strategic levels.

We seek a leader with a strong track record in team management (6+ years) and experience in defining and driving roadmap strategy.

Your expertise should extend to feature delivery and understanding product tradeoffs. A Bachelor's degree is required, alongside a proven ability to analyze complex data and translate technical concepts for diverse stakeholders.

Demonstrate exceptional problem-solving skills, the ability to identify risks, and a strategic mindset for resource allocation. You should excel at fostering collaboration and driving organizational change through scalable mechanisms and best practices.