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Closed on June 20, 2026.
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Senior Product Manager, Amazon Customer Service
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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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