Sr. Manager, Product Management-Tech, Amazon Customer Service

Amazon • Seattle, WA

3d • $197,900 - $267,800 • Onsite

About The Position

Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. The Associate Experience team owns the product strategy, tooling, and AI systems that define how Customer Service agents work. At the center of this is our associate-facing customer service platform, the primary interface through which agents across the globe handle customer contacts. We are investing in rebuilding this platform for the AI era, moving from rigid, domain-specific workflows toward a flexible, intelligent experience where AI and human agents work side by side. This role will own the product strategy and execution for our associate platform across four high-volume, high-complexity contact domains. The leader will define and deliver the agent-facing experience for these domains, reducing friction, eliminating inconsistency, and building an AI-native UI. The current product does not exist in its needed form, so this leader will contribute to the overall platform vision, build the team, set the roadmap, and drive execution.

Requirements

• Bachelor's degree
• 6+ years of technical product or program management experience
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• 3+ years of team management experience

Nice To Haves

• Experience delivering consumer software products and services in a high growth environment
• Experience with AI/ML technologies

Responsibilities

• Own the product strategy and roadmap for the associate platform across digital products, devices, subscriptions, and account contact types — from problem definition and strategy through requirements, development, launch, and continuous improvement.
• Build on an AI-native agent experience. Design and deliver resolutions embedded in an AI-led UI— surfacing relevant customer context and recommending resolution paths in real time— so that associates spend their time on attending to the customer, not managing the tool. Measure success through first contact resolution rates, handle time, and customer satisfaction.
• Drive workflow simplification. Eliminate the specialized tooling and routing dependencies that require associates to be trained on narrow issue types. Build upon the product model that enables associates to handle contacts across domains flexibly, without sacrificing resolution quality.
• Build the team. Hire and develop individual product managers for each domain, create clear ownership structures, establish product development processes, and build a high-performing PM team that operates ahead of engineering — not behind it.
• Partner cross-functionally. Work directly with the customer-facing product teams that own the consumer experience for these same domains to ensure agent tooling reflects and enables the customer experience being built. Partner with engineering, data and applied sciences, BI, UX, and customer service operations on roadmap sequencing, launch planning, and adoption.
• Deliver a key 2026 strategic initiative that supports a senior leadership commitment, requiring tight cross-functional coordination and on-time delivery.
• Represent your product portfolio in senior leadership reviews and planning cycles, authoring clear, data-backed product strategy documents and investment narratives.

Benefits

• 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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior