Sr. Product Manager - Tech, Amazon Customer Service
About The Position
Amazon's Customer Service (CS) team is looking for a Senior Product Manager – Technical to own the product and technical strategy for an AI-powered quality evaluation platform. This system uses large language models to automatically assess customer service quality and improvement opportunities, providing visibility into what's working and what isn't across millions of conversations. The role involves defining the technical product vision for evaluating service quality at scale, making key decisions regarding architecture, data, and models to ensure the platform is accurate, fast, and extensible. The product manager will own the roadmap for expanding coverage across languages, channels, and marketplaces, and designing how quality signals inform products that help associates improve and prevent service failures. A successful candidate will excel at the intersection of applied AI and customer-facing product strategy, translating ambiguous goals into technical product decisions, and delivering iteratively while maintaining a long-term vision.
Requirements
- 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
Nice To Haves
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
Responsibilities
- Own the end-to-end quality assessment solution, driving quality measurement, product roadmap, and continuous improvement
- Manage escalations and backlog prioritization, ensuring the most impactful improvements are delivered efficiently
- Partner with engineering, science, and operations teams to deliver seamless feature integrations that enhance — rather than disrupt — the associate experience
- Advocate for your workstream in cross-functional forums, ensuring product delivery matches long term org vision
- Balance short-term operational needs with long-term strategic goals, positioning your workstream for scale and future innovation
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
Senior
