Sr. Product Manager - Tech , Amazon Customer Service

About the role

We are seeking a Sr. Product Manager- Tech to lead the strategy and delivery of Amazon Customer Service's (CS) content tooling. This role owns the tools that transform CS content from a manual, high-effort process into an AI-assisted, governed system that scales with Amazon's growth.

Responsibilities

• Own the multi-year roadmap for CS content tools, define the capabilities that raise author productivity, and prioritize investments against measurable outcomes.
• Partner with content developers and engineering to build the 1P authoring tool with native AI capabilities, inventing the optimal creation and editing experience for content authors across CS.
• Establish tooling and standards for content completeness, freshness, validation, and quality, ensuring content stays accurate and complete as volume grows.
• Develop delivery plans with clear ownership and milestones, drive cross-functional alignment across product, engineering, and operations, and build mechanisms to track progress and escalate risks.
• Instrument the tooling to measure author productivity (including the content change ratio), adoption, and content-quality impact; identify patterns to build reusable capabilities and evolve the roadmap based on what the data shows.

Requirements

This role requires a combination of technical depth, content-operations acumen, and strategic thinking. You will drive both the authoring experience and the underlying content platform, ensuring every tooling investment balances author productivity, content quality, and customer outcomes.

Qualifications

• Bachelor's degree
• 5+ years of product or program management, product marketing, business development or technology experience
• Experience with feature delivery and tradeoffs of a product
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Preferred Qualifications

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience in building and driving adoption of new tools
• Experience owning/driving roadmap strategy and definition

Benefits

Amazon offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.