Every day, Amazon Customer Service associates help millions of customers around the world. Their ability to deliver exceptional customer experiences depends on feeling supported, empowered, and equipped to succeed. We are building new ways to understand and improve the associate experience. By listening to associates and combining their feedback with insights from their day-to-day work, we aim to identify what drives satisfaction, recognize emerging challenges, and help leaders take meaningful action. We are looking for a Senior Product Manager to lead the development of products that help Amazon understand how associates experience their work. You will shape our associate listening strategy, define how we measure satisfaction across key moments in the associate journey, and partner with science and engineering teams to translate feedback into actionable insights. This is an opportunity to build new capabilities from the ground up and influence how Amazon improves the experience of its global Customer Service workforce. Responsibilities Define and execute the product roadmap for associate listening, satisfaction measurement, and insights capabilities. - Develop the associate listening strategy, including survey design, question development, feedback collection, and measurement experiences. - Partner with research and science teams to establish reliable measures of associate satisfaction, engagement, and wellbeing. - Identify key moments in the associate journey and define how feedback and experience are measured across them. - Combine associate feedback with operational and contextual data to identify drivers of satisfaction and emerging challenges. - Partner with engineering and science teams to build scalable products that translate insights into actionable recommendations. - Define product success metrics and evaluate the impact of new capabilities on associate experience and business outcomes. - 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 - Experience as a product manager or owner - Experience owning technology products - Experience in influencing senior leadership through data driven insights - Experience working across functional teams and senior stakeholders - Experience with survey research, employee listening platforms, Voice of Customer, or experience measurement products. - Familiarity with survey design, sampling, response bias, and measurement validity. 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
