Sr. Product Manager - Tech, Customer Service Experience

About the role

Amazon's mission is to be 'Earth's most customer-centric company,' and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our CS Experience organization powers customer service by developing elegant customer and Customer Service Associate (CSA)-facing products globally. These products offer effortless self-service and automation solutions to our customers. When customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using associate-facing products powered by human-centered design. Our team is looking for a talented and experienced Senior Product Manager – Technical to own a critical channel or workstream within our associate-facing product suite.

Responsibilities

• Own the end-to-end associate experience for your designated channel or workstream, driving quality, reliability, and continuous improvement
• Manage escalations and backlog prioritization, ensuring the most impactful improvements are delivered efficiently
• Partner with engineering, design, and operations teams to deliver seamless feature integrations that enhance — rather than disrupt — the associate experience
• Advocate for your workstream in cross-functional forums, ensuring new platform capabilities account for your channel's unique requirements
• Balance short-term operational needs with long-term strategic goals, positioning your workstream for scale and future innovation

Requirements

A successful candidate thrives in a highly collaborative, ambiguous, and fast-paced environment, with a proven track record of end-to-end ownership, delivering results at scale, and driving meaningful improvements to both associate and customer experiences.

Qualifications

• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• 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 building and driving adoption of new tools
• Experience delivering against a large organization's long-term strategy and goals
• Experience working across engineering, operations, and business stakeholders

Benefits

Amazon 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. Learn more about our benefits at https://amazon.jobs/en/benefits.

Pay

The base salary range for this position is listed below. 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.

Schedule

Final compensation will be determined based on factors including experience, qualifications, and location.