NICK COFFYN
Senior CS Product Manager - Amazon
AI-driven customer service transformation specialist
About Me
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With over 10 years of experience in transforming customer service operations, I currently lead AI-driven initiatives at Amazon as a Senior Product Manager. My expertise lies in implementing Large Language Models (LLMs) to enhance customer interactions, streamline support processes, and build scalable feedback systems that continuously improve AI performance.
My unique background combines deep customer service expertise with a passion for technological innovation. This dual perspective allows me to bridge the gap between technical capabilities and real customer needs, creating solutions that deliver exceptional user experiences while driving operational efficiency.
I thrive on identifying opportunities for optimization and automation. My approach involves careful process analysis, cross-functional collaboration, and data-driven decision making. As I continue expanding my technical skills through Python and back-end development, I'm constantly seeking new ways to apply emerging technologies to solve complex business challenges.
Professional Experience
Senior CS Product Manager
Amazon
2025 - Present | Luxembourg, Luxembourg
- Leading the development and optimization of customer service feedback mechanisms, linking them with AI-powered support options
- Collaborating with engineering and AI teams to refine machine learning models that enhance automated customer interactions
- Driving process improvements to ensure seamless integration of LLM-driven customer support solutions
- Partnering with stakeholders across customer service, product, and engineering to build scalable feedback-driven AI workflows
CS LLM Senior Program Manager
Amazon
May 2023 - 2025 | Luxembourg, Luxembourg
- Led AI-powered customer service transformation, integrating LLM-driven solutions to enhance user experience
- Partnered with tech teams to optimize internal AI-enabled support platforms, improving response efficiency
- Managed cross-functional initiatives, scaling AI support systems to reduce manual workload and improve service delivery
- Developed customer feedback loops and VoC initiatives, streamlining AI model adjustments based on real-world user inputs
- Led a team experimenting with LLMs, driving quick learnings on how to enable and leverage LLMs for customer service improvements
Ops Intel Manager
Amazon
September 2021 - May 2023 | Luxembourg, Luxembourg
- Established an Operational Intelligence framework, leveraging data insights to optimize service performance
- Drove customer experience enhancement programs, aligning user expectations with evolving AI service models
- Led data-driven service improvements, ensuring seamless integration of AI-based solutions across global support teams
- Managed a team of 20 Quality Analysts from various levels, optimizing global quality strategies for emerging products
Global Quality Specialist & Project Manager
Daimler - Mercedes
November 2018 - June 2019 | Maastricht, Netherlands
- Creation and deployment of Global Quality Framework
- Relationship builder with global vendors
- Deployment & roll out of Global LMS
Quality Specialist & Project Lead
Daimler - Mercedes
January 2017 - November 2018 | Maastricht, Netherlands
- Increase of quality for Benelux, UK / Ireland
- Quality assessment of 200 agents
- Active representative and introduction of NPS
- Assisting in CSS Root Cause Analysis & closed feedback loop
- Project lead for Global Innovative Leadership
Trainer & Quality Lead - Alphabet Nest (Google)
Voxpro (1.3 years)
August 2015 - December 2016 | Dublin, Ireland
- Built several new SOP's that have been accepted throughout the company
- Created a process adherence and self-guided training web app platform for agents (Call Flow)
- Having trained 8 classes of new CS agent to be the top performers within the contract
- Working closely with all levels of the company, entry level to senior ops and daily meetings with our client (Nest)
Career Timeline
2025-Present
Senior CS Product Manager at Amazon
2023-2025
CS LLM Senior Program Manager at Amazon
2021-2023
Ops Intel Manager at Amazon
2019-2021
Amazon CS NL Expansion & Quality Manager
2018-2019
Global Quality Specialist at Mercedes-Benz
2017-2018
Quality Specialist at Mercedes-Benz
2015-2016
Trainer & Quality Lead at Voxpro (Google Nest)
What I Do on the Side
Hardware Enthusiast
I build and optimize high-performance computing systems that contribute to scientific research. As the #2 contributor on Amazon's Folding@Home team (donor ID: 366956), my custom-built machines support global distributed computing projects advancing medical research on diseases like cancer and COVID-19.
AI Research & Experimentation
Beyond my professional work, I actively explore emerging AI technologies and applications. This hands-on experimentation with LLMs and machine learning models provides valuable insights that inform my product decisions and help me identify innovative solutions to complex service challenges.
Technical Skill Development
I'm currently advancing my technical foundation through Boot.dev's Back-end Developer career path, focusing on Python, Linux, Git, and related technologies. This structured learning approach enables me to better understand system architecture and communicate more effectively with engineering teams.
Digital Rights Advocacy
Since 2017, I've volunteered as a translator for European Digital Rights (EDRi), helping translate legal and informative documents related to digital rights for consumers and businesses. This work reflects my commitment to ethical technology practices and informed digital citizenship.
Current Learning Progress
Learn to Code in Python
Learn Linux
Overall Backend Journey
Folding@Home Stats - Donor ID: 366956
Achievements
Courage I Had
Moved to 5 different countries for new work challenges, embracing diverse cultures and professional environments to expand my horizons and skill set.
Proud Achievements
1. Won Amazon's prestigious Door Desk Award for exceptional contributions
2. Headhunted by Mercedes-Benz CAC and later by Amazon Customer Service, recognizing my expertise in quality management and process transformation
Technical Achievement
Ranked #2 on Amazon's Folding@Home team, contributing significant computing power to scientific research through custom-built hardware setups.
Featured Projects
LLM-Powered Customer Service Transformation
2023 - Present | Amazon
Leading the integration of Large Language Models into Amazon's customer service ecosystem, resulting in more efficient issue resolution, reduced manual workload, and enhanced customer satisfaction. This initiative has revolutionized how customers interact with support systems.
Feedback-Driven AI Workflow System
2024 - Present | Amazon
Developed an innovative system that captures customer feedback and automatically refines AI models, creating a continuous improvement loop. This strategic initiative has resulted in more accurate AI responses and significantly improved first-contact resolution rates.
Operational Intelligence Framework
2021 - 2023 | Amazon
Established a data-driven operational intelligence framework that leverages advanced analytics to optimize service performance and enable predictive decision-making across global support teams.
Project Marvin / Call Flow
2015 - 2017 | Dublin
Spearheaded and created a Web App for customer service agents that assists in correct procedure adherence, increasing consistency across a team of 100 agents and boosting positive customer survey scores by 9.28%.
Languages & Skills
Languages
Dutch
English
French
Professional Skills
Project Management
Training