Sr Product Manager Technical, Amazon Customer Service

Amazon's Customer Service (CS) organization is one of the largest and most technically advanced customer service operations in the world, serving hundreds of millions of customers across more than 22 languages and every Amazon product and service. CS Technology builds the products and platforms that power exceptional customer and associate experiences at massive scale, from intelligent self-service automation and AI-powered chat to defect resolution systems, content management platforms, and operational tools that enable our global network of associates.

We are looking for experienced Senior Product Managers – Technical, to join our CS product organization. These roles sit at the intersection of technology and customer experience, requiring product leaders who can define ambitious visions, drive complex cross-functional roadmaps, and deliver measurable outcomes at scale. You will partner with engineering, data science, UX design, operations, and program management teams to build products that directly improve how millions of customers and associates interact with Amazon every day.

Open roles span a range of high-impact product domains across CS including intelligent self-service and chat automation powered by large language models, AI-assisted content management and authoring platforms, associate-facing operational tooling, customer insights and survey products, and AI/ML-powered defect detection and resolution systems. Candidates who complete our assessment will be matched to the open role that best aligns with their background and interests.


Key job responsibilities
- Define and execute product strategy and vision. Create product artifacts (PRFAQs, BRDs, roadmaps) that drive alignment with engineering, science, and leadership teams.
- Own the end-to-end product lifecycle from ideation and roadmap development through launch, optimization, and scaling.
- Lead requirements gathering and feature prioritization to deliver measurable product and business outcomes.
- Contribute to engineering discussions around technology decisions and architecture. Keep product and technical strategy tightly aligned.
- Partner with engineering, data science, UX design, operations, and program management teams to identify opportunities and develop solutions.
- Represent and advocate for customers and stakeholders during executive-level prioritization and planning. Influence senior leaders across the organization.
- Define and track success metrics. Drive continuous improvement through rigorous, data-informed decision making.
- Communicate clearly and compellingly across all levels of the organization, from frontline operations to senior leadership.
- Operate independently in a complex, fast-paced, and ambiguous environment, managing multiple priorities at once.
- Bring a collaborative, customer-obsessed, and solutions-oriented approach to all cross-functional work.

A day in the life
Daily you will work alongside engineering, science, and program counterparts to move your product area forward. You will shape technical designs, resolve roadmap tradeoffs, and maintain a clear line of sight from customer needs to product decisions. You will lead stakeholder forums and communicate progress to leaders across CS. You will balance short-term operational needs with long-term platform thinking, acting as the connective tissue between the teams that build CS technology and the customers and associates who depend on it every day.

About the team
CS Technology is the product and engineering organization that powers Amazon's world-class customer service. Our teams are small, high-ownership, and high-impact. We build products across multiple domains, from intelligent automation and AI-driven experiences to associate tools, content management, operational insights, and real-time defect resolution. You will work directly with scientists, engineers, researchers, and business leaders to shape the customer service experience of the future.

BASIC 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 using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
- - Experience building and driving adoption of new tools across organizations
- - Experience working with AI/ML or generative AI product development
- - Experience with platform or tooling product management at scale
- - Master's degree in engineering, statistics, computer science, operations research, business analytics, or a related quantitative field

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.