Sr. Product Manager, Amazon Customer Service

About the role

Join the Amazon Customer Service (CS) team redefining what world-class customer service means. As a Sr. Product Manager on the CS Pre Order Product Experience team, you'll own the end-to-end customer journey for identifying opportunities and gaps in our customer experiences that delight millions of customers who expect precision, reliability, and zero friction.

CS is a large organization obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, every time.

Responsibilities

• Map the end-to-end customer journey for defects that customers experience across their post-delivery and return experiences; identify friction points, measuring remediation quality and long term CX and financial impact.
• Conduct customer research, competitive benchmarking, and sentiment analysis to understand what drives satisfaction and improve our exception resolution offerings to manage customer experience.
• Own CS’ discretionary concessions strategy across all our stores.
• Partner with CS tech teams to improve associate facing tools, Customer Self-serve experience and ensure we have right guardrails to protect Amazon from bad actors.
• Drive initiatives from ideation through launch — securing tech funding, writing BRDs, managing Weblab experiments, and owning post-launch iteration.
• Establish mechanisms to track and report on CS discretionary concessions, contributing to regular business review documents with data-driven narratives.
• Identify experience gaps across disparate products and develop strategies to close them.
• Define success metrics, establish baselines, and drive measurable improvements across adoption, sentiment, and quality metrics for usage of discretionary concessions.
• Improve reporting and attribution for discretionary concessions and Partner across upstream business stakeholders to reduce upstream defects.

Requirements

• 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 as a product manager or owner.
• Experience owning technology products.

Preferred Qualifications

• Experience in influencing senior leadership through data driven insights.
• Experience working across functional teams and senior stakeholders.

Pay

The base salary range for this position is $136,000.00 - $184,100.00 USD annually. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Benefits

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.