Sr. Product Manager - Tech, Amazon Customer Service

Saved job description

Amazon Customer Service (CS) is at the forefront of shaping how customers experience Amazon. Our organization enables Amazon to be the leader in customer service capabilities, creating valuable and memorable experiences for customers as they engage across our services, platforms, and devices.

We are seeking a Sr. Product Manager - Tech to ensure that every customer receives a consistent, high-quality service experience, no matter how or where they reach us. This role will own the product that makes that consistency possible at scale.

You will build and manage an integration system that keeps customer-facing experiences aligned and up to date across every channel and store. You will define the product vision, work closely with engineering to design scalable solutions, and use data to measure whether customers are receiving the experience Amazon intends. This is a role for a product manager who enjoys solving complex systems problems, thrives in cross-functional partnerships, and is motivated by delivering seamless experiences for customers worldwide.

Key job responsibilities

- Own the product vision and roadmap for the system that keeps customer service experiences consistent across all channels and stores

- Design and deliver automated solutions that ensure service updates are reflected accurately and quickly across customer experiences

- Define technical requirements and partner with engineering to build scalable, reliable integration solutions

- Establish monitoring and reporting to measure experience consistency, detect gaps, and prioritize improvements

- Partner with content, operations, and product teams to define standards and requirements for cross-channel alignment

- Manage trade-offs between speed of deployment and quality of customer experience across channels

Requirements: - 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