Customer Satisfaction Product Jobs

1 job found

2mo ago

Senior Product Manager, Amazon Customer Service

Amazon.com Services LLC Seattle, WA

Seattle, WA

2mo ago Closed

$136k - $184k/yr Full time Customer Experience Customer Satisfaction Customer Service

This position is no longer accepting applications (closed Jun 20, 2026).

Job Description

The Senior Product Manager will drive the Customer Service Perception Framework at Amazon, leading cross-functional product and analytics initiatives to improve how customers view Amazon’s Customer Service.

Responsibilities

Lead the full product lifecycle for the Customer Service Perception Framework, from vision and strategy through requirements, development, roadmap planning, design, launch, adoption, governance, and ongoing optimization.
Develop and manage a perception index to ensure partner teams address the most critical pain points.
Collaborate with technology and product groups across Amazon Stores to deliver scalable, secure, and reliable solutions that strengthen the Customer Service brand.
Own the roadmap for existing customer experience products, driving adoption and evolution.
Influence downstream product partners where we do not directly own the underlying technology to ensure launches are accretive to the brand.
Define and monitor metrics to measure product success, including analytics integration, financial impact, and effects on customer satisfaction.

Requirements

At least 5 years of experience in product or program management, product marketing, business development, or technology roles
Bachelor's degree or equivalent
Experience leading roadmap strategy and defining product direction
Experience delivering products end to end
Experience managing feature delivery and balancing tradeoffs

Benefits

Comprehensive health insurance
401(k) with company matching
Paid time off
Parental leave
Flexible Spending Accounts
Basic Life and AD&D insurance
Option for supplemental life plans
Employee Assistance Program (EAP)
Mental health support resources
Medical Advice Line
Adoption and surrogacy reimbursement coverage

About the Team

The Customer Service Brand team is a new organization within Amazon Customer Service (CS) that exists to strengthen the perception of Amazon's Customer Service - translating our Customer Obsession into a reason why customers would choose to buy from Amazon over any other experience. We do this through measuring customer perception, creating products and programs that drive customer loyalty, and ensuring a unified face for Customer Service across all Amazon Stores products, services, and customer

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