Senior Product Manager, Amazon Customer Service

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