Amazon's mission is to be 'Earth's most customer-centric company,' and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our CS Technology organization powers customer service by developing elegant customer and Customer Service Associate (CSA)-facing products globally. These products offer effortless self-service and automation solutions to our customers. When customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using associate-facing products powered by human-centered design. Our team is looking for a talented and experienced Senior Product Manager – Technical to own a critical channel and workstream within our associate-facing product suite. In this role, you will balance current-state operational excellence with long-term platform transformation — ensuring your workstream is stable today while building toward the next generation of dynamic, personalised associate experiences. You will manage escalations and backlog prioritisation, integrate new capabilities without degrading the associate experience, and serve as a strong advocate for your work stream across cross-functional teams. A successful candidate thrives in a highly collaborative, ambiguous, and fast-paced environment, with a proven track record of end-to-end ownership, delivering results at scale, and driving meaningful improvements to both associate and customer experiences. Responsibilities Own the end-to-end associate experience for your designated channel or workstream, driving quality, reliability, and continuous improvement - Manage escalations and backlog prioritization, ensuring the most impactful improvements are delivered efficiently - Partner with engineering, design, 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 new platform capabilities account for your channel's unique requirements - Balance short-term operational needs with long-term strategic goals, positioning your workstream for scale and future innovation - 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 - Experience in building and driving adoption of new tools - Experience driving platform migrations or workflow modernization initiatives - Ability to balance short-term operational needs with long-term strategic goals - Experience working across engineering, operations, and business stakeholders 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.
