Senior Product Manager - Technical, Amazon Customer Service

The Amazon Business Service Design team within Customer Service Experience (CSX)

defines what the customer service experience should look like for Amazon

Business customers. We establish end-to-end customer journey standards that span

multiple product and technology teams, ensuring the experience remains cohesive

even when the underlying technology is distributed across organizations.

In this role, you will

• own the end-to-end service design for Amazon Business
• products as they move from inception through their customer service experience.
• You will define how new product launches translate into CS readiness, design
• integration requirements across technology stacks, and drive a unified view of
• the customer journey that connects product development to customer-facing
• service. You'll work cross-functionally with product, engineering, science, and
• operations teams to ensure that every hand-off point in the customer experience
• is intentional rather than incidental.
• As an ideal candidate, you have a passion for understanding complex, multi-team
• product ecosystems and can see through functional boundaries to design
• experiences that work for the customer. You are comfortable operating in
• ambiguity, driving alignment across teams with different priorities, and
• creating frameworks where none exist. You bring strong technical fluency and can
• translate between product and engineering teams to ensure service design
• specifications are both aspirational and implementable.
• This is a highly visible position that requires you to partner with senior
• leaders across Amazon Business and Customer Service. You must be able to
• synthesize complex cross-functional dynamics into clear narratives, influence
• without direct authority, and maintain a customer-first perspective while
• navigating organizational complexity.
• Key job responsibilities
• - Own the end-to-end service design for Amazon Business products, defining how
• new features translate into CS readiness and customer journey standards
• - Develop service design specifications for new AB product launches, ensuring CS
• technology teams have clear requirements before launch
• - Define integration requirements across technology stacks, driving alignment on
• timelines, dependencies, and customer experience outcomes
• - Partner with product and technology teams to ensure cohesive customer
• experiences across organizations
• - Establish and maintain a unified view of the AB customer journey that spans
• product development through customer service delivery
• - Identify gaps in cross-functional handoffs, quantify their impact on customer
• experience, and design solutions that prevent friction at transition points
• - Create frameworks and standards for how new business models and product
• features should be serviced through the CS channel
• - Prepare and deliver service design reviews to senior leadership, communicating
• cross-functional dependencies, risks, and readiness status
• - Drive adoption of service design standards across partner teams, ensuring
• specifications are reflected in engineering roadmaps and launch plans

About the team

Amazon Business is Amazon's purchasing solution for organizations of all sizes,

offering business-specific features, pricing, and workflows across multiple

countries. Trusted by over 11 million organizations worldwide and generating $60

billion in annualized gross sales, it is one of Amazon's fastest-growing

businesses. The Amazon Business Service Design team within Customer Service

Experience (CSX) is a globally distributed team responsible for defining the

customer service experience for Amazon Business customers worldwide. Basic

Qualifications

• - 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 Preferred

Qualifications

• - Experience in using analytical tools, such as Tableau,
• Qlikview, QuickSight
• - Experience in building and driving adoption of new tools
• Amazon is an equal opportunity employer and does not discriminate on the basis
• of protected veteran status, disability, or other legally protected status.
• Our inclusive culture empowers Amazonians to deliver the best results for our
• customers. If you have a disability and need a workplace accommodation or
• adjustment during the application and hiring process, including support for the
• interview or onboarding process, please visit
• https://amazon.jobs/content/en/how-we-hire/accommodations
• [https://amazon.jobs/content/en/how-we-hire/accommodations] for more
• information. If the country/region you’re applying in isn’t listed, please
• contact your Recruiting Partner.
• The base salary range for this position is listed below. Your Amazon package
• will include sign-on payments and restricted stock units (RSUs). Final
• compensation will be determined based on factors including experience,
• qualifications, and location. Amazon also offers comprehensive benefits
• including 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, and parental leave.
• Learn more about our benefits at https://amazon.jobs/en/benefits
• [https://amazon.jobs/en/benefits].
• USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually