Sr Manager, Product Management- Technical, Amazon Customer Service
About The Position
Amazon's Customer Service (CS) team is a vital part of the company's mission to be 'Earth's most customer-centric company'. The Customer Facing Solutions (CFS) tech organization powers CS by developing customer-facing products on digital channels, offering effortless self-service and automation solutions. These products aim to deliver delightful, adaptive self-service experiences that empower customers to resolve common issues conveniently and efficiently. The product portfolio includes CS Homepage, CS Chatbot, Search and Help, and integration of CS into other digital channels like Rufus and WhatsApp. CFS is focused on developing modernized, scalable technologies, including generative AI solutions, to enhance customer self-service at Amazon. This role is for a Senior Manager, Product Management - Technical to lead the digital channels for Customer Service team, defining strategies for discovery, engagement, and resolution paths for world-class automated CS experiences. The individual will lead a team of product managers and partner with cross-functional technical teams to build innovative solutions for global customer issue resolution.
Requirements
- 6+ years of team management experience
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
Nice To Haves
- Experience delivering consumer software products and services in a high growth environment
- 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
Responsibilities
- Lead the Customer Facing Solutions Tech team to define strategies for customer discovery, engagement, and resolution paths that enable world-class automated CS experiences
- Define and drive strategies to build innovative solutions, leveraging AI, that enable customers to effortlessly resolve their issues who contact Amazon CS globally.
- Collaborate with cross-functional teams including software development engineers, machine learning scientists, data scientists, UX designers, and researchers to create, execute, and iterate on customer experiences
- Drive continuous improvement of customer self-service capabilities and automation technologies across the organization
- Manage and mentor a team of product managers, providing career development guidance and performance management
- Own product roadmap planning and prioritization, balancing short-term deliverables with long-term strategic vision
- Define and track key success metrics to measure product impact and customer satisfaction
- Drive stakeholder alignment across senior leadership and communicate product strategy, progress, and outcomes to executive teams
- Lead cross-functional planning processes including quarterly business reviews, operational planning, and resource allocation
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)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
