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

About the role

Customer Experience Improvements (CXI) is a team within Amazon Customer Service (CS) that exists to improve experience across all customer journeys. We do this through voice of the customer signals across all Amazon Stores products, services, and customer interactions. This voice of the customer enables us to influence and design improvements in CX within CS, and across multiple upstream partner teams who own the products that impact customer experience.

We are seeking a Product Management Tech Leader to own and scale customer experience improvement products that will centralize, manage, and drive all defect elimination initiatives across 80+ teams in our organization. An ideal candidate will have extensive background in tech product management, demonstrated leadership of high-impact strategic initiatives, and experience in building and launching products.

This role will be a good fit if you are a builder who thrives under the responsibility of creating product vision, tech execution, large-scale organizational impact, and an impeccable ability to communicate verbally and in writing.

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 of 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.