Sr. Manager, Product Management-Tech, Amazon Customer Service

About the role

The Sr. Manager, Product Management Tech will own the product strategy and execution for Amazon Customer Service’s associate platform across four high-volume, high-complexity contact domains. This includes digital products, devices, subscriptions, and account contact types.

Key job responsibilities

• Own the product strategy and roadmap for the associate platform across digital products, devices, subscriptions, and account contact types — from problem definition and strategy through requirements, development, launch, and continuous improvement.
• Build on an AI-native agent experience. Design and deliver resolutions embedded in an AI-led UI— surfacing relevant customer context and recommending resolution paths in real time— so that associates spend their time on attending to the customer, not managing the tool. Measure success through first contact resolution rates, handle time, and customer satisfaction.
• Drive workflow simplification. Eliminate the specialized tooling and routing dependencies that require associates to be trained on narrow issue types. Build upon the product model that enables associates to handle contacts across domains flexibly, without sacrificing resolution quality.
• Build the team. Hire and develop individual product managers for each domain, create clear ownership structures, establish product development processes, and build a high-performing PM team that operates ahead of engineering — not behind it.
• Partner cross-functionally. Work directly with the customer-facing product teams that own the consumer experience for these same domains to ensure agent tooling reflects and enables the customer experience being built. Partner with engineering, data and applied sciences, BI, UX, and customer service operations on roadmap sequencing, launch planning, and adoption.
• Deliver a key 2026 strategic initiative that supports a senior leadership commitment, requiring tight cross-functional coordination and on-time delivery.
• Represent your product portfolio in senior leadership reviews and planning cycles, authoring clear, data-backed product strategy documents and investment narratives.

Basic Qualifications

• Bachelor's degree
• 6+ years of technical product or program management experience
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• 3+ years of team management experience

Preferred Qualifications

• Experience delivering consumer software products and services in a high growth environment
• Experience with AI/ML technologies