About the role

What will you do at Amazon?

Amazon's Customer Service (CS) organization is one of the largest and most

technically advanced customer service operations in the world, serving hundreds

of millions of customers across more than 22 languages and every Amazon product

and service. CS Technology builds the products and platforms that power

exceptional customer and associate experiences at massive scale, from

intelligent self-service automation and AI-powered chat to defect resolution

systems, content management platforms, and operational tools that enable our

global network of associates.

We are looking for experienced Senior Product Managers – Technical, to join our

CS product organization. These roles sit at the intersection of technology and

customer experience, requiring product leaders who can define ambitious visions,

drive complex cross-functional roadmaps, and deliver measurable outcomes at

scale. You will partner with engineering, data science, UX design, operations,

and program management teams to build products that directly improve how

millions of customers and associates interact with Amazon every day.

Open roles span a range of high-impact product domains across CS including

intelligent self-service and chat automation powered by large language models,

AI-assisted content management and authoring platforms, associate-facing

operational tooling, customer insights and survey products, and AI/ML-powered

defect detection and resolution systems. Candidates who complete our assessment

will be matched to the open role that best aligns with their background and

interests.

Key job responsibilities

- Define and execute product strategy and vision. Create product artifacts

(PRFAQs, BRDs, roadmaps) that drive alignment with engineering, science, and

leadership teams.

- Own the end-to-end product lifecycle from ideation and roadmap development

through launch, optimization, and scaling.

- Lead requirements gathering and feature prioritization to deliver measurable

product and business outcomes.

- Contribute to engineering discussions around technology decisions and

architecture. Keep product and technical strategy tightly aligned.

- Partner with engineering, data science, UX design, operations, and program

management teams to identify opportunities and develop solutions.

- Represent and advocate for customers and stakeholders during executive-level

prioritization and planning. Influence senior leaders across the organization.

- Define and track success metrics. Drive continuous improvement through

rigorous, data-informed decision making.

- Communicate clearly and compellingly across all levels of the organization,

from frontline operations to senior leadership.

- Operate independently in a complex, fast-paced, and ambiguous environment,

managing multiple priorities at once.

- Bring a collaborative, customer-obsessed, and solutions-oriented approach to

all cross-functional work.

A day in the life

Daily you will work alongside engineering, science, and program counterparts to

move your product area forward. You will shape technical designs, resolve

roadmap tradeoffs, and maintain a clear line of sight from customer needs to

product decisions. You will lead stakeholder forums and communicate progress to

leaders across CS. You will balance short-term operational needs with long-term

platform thinking, acting as the connective tissue between the teams that build

CS technology and the customers and associates who depend on it every day.

About the team

CS Technology is the product and engineering organization that powers Amazon's

world-class customer service. Our teams are small, high-ownership, and

high-impact. We build products across multiple domains, from intelligent

automation and AI-driven experiences to associate tools, content management,

operational insights, and real-time defect resolution. You will work directly

with scientists, engineers, researchers, and business leaders to shape the

customer service experience of the future. 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
- - Experience building and driving adoption of new tools across organizations
- - Experience working with AI/ML or generative AI product development
- - Experience with platform or tooling product management at scale
- - Master's degree in engineering, statistics, computer science, operations
research, business analytics, or a related quantitative field
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

Which skills does this role require?

Product strategyRoadmap developmentTechnical product managementData-informed decision makingCross-functional leadershipStakeholder managementFeature prioritizationRequirements gatheringProduct lifecycle managementCustomer experienceAutomationCustomer ServiceMachine LearningRoadmapPRFAQBRDChatbotsContent ManagementData ScienceUX DesignSoftware EngineeringOperational ToolsDefect ResolutionScalabilityStakeholder ManagementProduct LifecycleOperations ResearchCloud ComputingPlatform ManagementLLMsProduct Strategy

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