Sr. Product Manager, Amazon Customer Service

Amazon • Seattle, WA

1d • $136,000 - $184,100 • Onsite

About The Position

Join the Amazon Customer Service (CS) team redefining what world-class customer service looks like for one of Amazon's fastest-growing delivery segments — Hub Delivery and Rural Super Rural. As a Sr. Product Manager on the CS Delivery Experience Improvement (DXI) Product Experience team, you'll own the end-to-end customer journey for Hub Delivery, RSR, and 3rd Party deliveries, identifying opportunities and gaps in our delivery experiences that delight millions of customers who expect precision, reliability, and zero friction. CS is a large organization obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, every time. We are looking for a customer-obsessed Senior Product Manager to fundamentally transform the customer experience in the US. You will own the complete redefinition of end-to-end product strategy for Amazon CS’ customer resolution and discretionary concessions. This is a critical role that will define customer facing policies and products to remediate customer issues, spanning delivery through returns, defective items, and post-purchase resolution. The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer and financial data to identify the biggest policy and product design improvements that will ultimately improve customer trust and drive long term value for Amazon. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey, understanding customer behavior and building deep knowledge of various CS systems.

Requirements

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product

Nice To Haves

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

Responsibilities

• Map the end-to-end customer journey for defects that customers experience across their Pre-purchase, delivery and return experiences; identify friction points, measuring remediation quality and long term CX and financial impact.
• Conduct customer research, competitive benchmarking, and sentiment analysis to understand what drives satisfaction and improve our exception resolution offerings to manage customer experience.
• Own CS’ discretionary concessions strategy across all our stores.
• Partner with CS tech teams to improve associate facing tools, Customer Self-serve experience and ensure we have right guardrails to protect Amazon from bad actors.
• Drive initiatives from ideation through launch — securing tech funding, writing BRDs, managing Web lab experiments, and owning post-launch iteration.
• Establish mechanisms to track and report on CS discretionary concessions, contributing to regular business review documents with data-driven narratives.
• Own customer and driver journey mapping across Hub, RSR, and 3P deliveries across ordering, fulfillment, delivery, and post-delivery touchpoints.
• Identify experience gaps across disparate products and develop strategies to close them.
• Define success metrics, establish baselines, and drive measurable improvements across adoption, sentiment, and quality metrics for usage of discretionary concessions.
• Improve reporting and attribution for discretionary concessions and Partner across upstream business stakeholders to reduce upstream defects.

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