Sr Product Manager, Amazon Customer Service
About the role
The Amazon Customer Service (CS) organization is seeking a Senior Product Manager to own the end-to-end customer service design across Fire Tablet, Amazon Kids, and Emerging products. This role owns customer experiences with major scope and strategic importance where the problem, opportunity, and strategy may not yet be defined.
Responsibilities
Own the 3 to 5 year product vision, strategy, and roadmap for Fire Tablet, Amazon Kids, and Emerging CS.
Drive clarity where strategy is undefined, and create frameworks that enable organizational action.
Leverage CS data to identify breakthrough opportunities, lead customer research across segments, and establish experience standards adopted by other teams.
Demonstrate deep technical curiosity. Evaluate engineering proposals, ask the right questions, and ensure sound trade-offs.
Understand key architecture decisions, the assumptions behind them, and whether those assumptions still hold. Bring performance, scale, and flexibility perspectives into engineering conversations early.
Identify technology shifts, including AI, before they become obvious. Drive multi-year technology investments and evaluate complex technical proposals.
Apply AI and agentic capabilities to accelerate development, improve decisions, and unlock innovation.
Distinguish genuine need from hype and reshape product strategy through effective adoption of emerging technologies.
Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity. Partner with design on mockups and prototypes, scrutinizing details while aligning with strategic goals.
Ensure customer validation reflects diverse perspectives and drive strategic CX conversations across your area.
Influence without authority across CS and other VP organizations, building alignment across teams with different priorities.
Present regularly to Directors and VPs, align on OP1/OP2/goals, and own executive engagement for critical issues.
Amplify impact by developing others and actively recruiting PM talent.
Serve as the recognized CS Voice of the Customer in product design, ideation, and launch readiness.
Engage senior decision-makers to uncover non-obvious insights. Define CS requirements, hold launches to a high experience bar, and own cross-org launches.
Take calculated risks in pursuit of breakthrough results where consequences are significant.
Qualifications
5+ years of product or program management, product marketing, business development or technology experience
Bachelor's degree or equivalent
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Experience with feature delivery and tradeoffs of a product
Experience in influencing senior leadership through data driven insights
Experience working across functional teams and senior stakeholders