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

Key job responsibilities

• Own the end-to-end product lifecycle for the defect elimination products, from vision and strategy through requirements definition, roadmap planning, design, launch, adoption, and continuous improvement.
• Build and manage a central repository of defect elimination initiatives across 80+ teams, ensuring the platform serves as the single source of truth and integrates into the company’s product ecosystem.
• Partner with tech and product teams across Amazon stores to drive scalable, secure, and reliable solutions that eliminate defects at the root cause.
• Own the roadmap for existing customer experience products, driving adoption and evolution.
• Influence upstream product partners where we do not directly own the technology, influencing customer experience improvements upstream in the design process.
• Establish intake frameworks for the CXI org, and provide mechanisms to track and report progress against goals.
• Define and track metrics to measure product success, including analytics integration, financial impact, and customer experience improvements.
• Mentor and up-level product and technical skills across the team, creating mechanisms that raise the overall bar in product management discipline.
• Serve as a trusted advisor to leadership on strategy for defect elimination and product ecosystem evolution.

  Basic Qualifications

  • Experience making business recommendations and influencing stakeholders
  • Experience contributing to the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems, or experience as a mentor, tech lead or leading an engineering team - 7+ years of experience in product management, technical program management, or related field, with a track record of delivering complex technical products at scale.
  • Strong analytical skills with experience defining and instrumenting metrics frameworks, integrating analytics, and driving financial accountability for product outcomes.
  • Proven track record of mentoring and developing product management talent.
  • Demonstrated ability to define product strategy and roadmap in highly cross-functional, matrixed environments.
  • Experience driving adoption tech platforms across multiple teams or organizations.
  • Excellent written and verbal communication skills, with the ability to influence stakeholders at L8+

  Preferred Qualifications

  • Experience building products or platforms that support quality, defect elimination, or operational excellence initiatives at scale.