Senior Product Manager - Technical, Amazon Customer Service

We are the Amazon Business Service Design team within Customer Service Experience (CSX). We define what the customer service experience should look like for Amazon Business customers, establishing end-to-end customer journey standards that span multiple product and technology teams to ensure a cohesive experience.

About the role

In this role, you will own the end-to-end service design for Amazon Business products as they move from inception through their customer service experience. You will define how new product launches translate into customer service readiness, design integration requirements across technology stacks, and drive a unified view of the customer journey that connects product development to customer-facing service. You'll work cross-functionally with product, engineering, science, and operations teams to ensure every handoff point in the customer experience is intentional. This is a highly visible position requiring partnership with senior leaders across Amazon Business and Customer Service.

Responsibilities

• Own the end-to-end service design for Amazon Business products, defining how new features translate into CS readiness and customer journey standards
• Develop service design specifications for new AB product launches, ensuring CS technology teams have clear requirements before launch
• Define integration requirements across technology stacks, driving alignment on timelines, dependencies, and customer experience outcomes
• Partner with product and technology teams to ensure cohesive customer experiences across organizations
• Establish and maintain a unified view of the AB customer journey spanning product development through customer service delivery
• Identify gaps in cross-functional handoffs, quantify their impact on customer experience, and design solutions to prevent friction
• Create frameworks and standards for how new business models and product features should be serviced through the CS channel
• Prepare and deliver service design reviews to senior leadership, communicating cross-functional dependencies, risks, and readiness status
• Drive adoption of service design standards across partner teams, ensuring specifications are reflected in engineering roadmaps and launch plans

Requirements

• Bachelor's degree
• 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 representing and advocating for critical customers and stakeholders during executive-level prioritization and planning

Preferred Qualifications

• Experience using analytical tools such as Tableau, Qlikview, or QuickSight
• Experience building and driving adoption of new tools

About The Team

Amazon Business is Amazon's purchasing solution for organizations of all sizes, offering business-specific features, pricing, and workflows across multiple countries. Trusted by over 11 million organizations worldwide and generating $60 billion in annualized gross sales, it is one of Amazon's fastest-growing businesses. The Amazon Business Service Design team within Customer Service Experience (CSX) is a globally distributed team responsible for defining the customer service experience for Amazon Business customers worldwide.

Pay

USA, WA, Seattle - $151,200.00 - $204,600.00 USD annually

Benefits

• Sign-on payments and restricted stock units (RSUs)
• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans)
• Employee Assistance Program (EAP) and Mental Health Support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave