Sr. Manager, Product Manager- Technical , Amazon Customer Service

Amazon • Seattle, WA

1d • $197,900 - $267,800 • Onsite

About The Position

This role is responsible for customer experiences with major scope and strategic importance. It operates in contexts where the problem, opportunity, and strategy may not yet be defined. It requires significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders, set a vision, and design the right long-term solution. The role delivers with complete independence and intentionality, with considerable impact on long-term strategy, market segments, and organizational priorities and goals.

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

Responsibilities

• Own a 3–5 year strategic roadmap, drive clarity in ambiguous spaces, and make high-stakes decisions using first-principles thinking when data is incomplete
• Develop deep customer expertise through direct engagement with senior decision-makers and lead research to identify breakthrough opportunities
• Evaluate technical proposals with sufficient depth to challenge trade-offs, foresee architectural consequences, and leverage AI to accelerate development and innovation
• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity — balancing compliance, accessibility, and localization constraints
• Drive strategic engineering discussions across multiple teams, shaping platform strategy and identifying failure modes before they manifest
• Influence without authority across engineering, design, science, finance, marketing, sales, legal, and operations — aligning stakeholders with different priorities
• Communicate at the executive level through written narratives, PR/FAQs, and presentations to Directors, VPs, and SVPs
• Own complex cross-org launches, making judgment calls on acceptable simplifications, driving adoption, and creating mechanisms for long-term success
• Define success metrics that distinguish output (adoption) from outcome (customer satisfaction, business impact), and design experimentation strategies to inform major investments
• Shape product architecture for agentic AI, identifying which AI capabilities become competitive necessities and evaluating second-order consequences on the product portfolio

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: Manager