Sr. Product Manager, Amazon Customer Service

At Amazon, we"re working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon to be the leader in customer service capabilities creating valuable and memorable experiences for customers as they engage across our services, platforms, and devices.

We are looking for a Senior Product Manager to define and design the end-to-end experience encompassing both customer-facing and associate-facing components within CS. This role is responsible for owning the product roadmap and strategy for CS experiences, both for new business and product launches as well as evaluating and improving existing CS experiences. You will work backward from customer and associate pain points, define product requirements, and partner with engineering, operations, and stakeholder teams to deliver solutions at scale. You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on customer experience.

The ideal candidate combines strong product sense with deep customer empathy. You are equally comfortable diving into data to identify opportunities, writing narratives for new concepts, and rallying cross-functional teams around a shared vision. You thrive in ambiguity, are biased toward action, and have a track record of delivering products that customers love.

This role can be located in Seattle.

Key job responsibilities

• Define and own the product vision, strategy, and roadmap for CS customer and associate experiences
• Write product requirements (PRFAQs, BRDs, user stories) working backward from customer needs for both new launches and existing experience improvements
• Evaluate existing CS experiences using data and customer insights to identify gaps, define improvement opportunities, and prioritize investments
• Define and own product metrics and KPIs; use data to measure launch success and ongoing experience health, informing roadmap prioritization
• Partner with engineering, UX design, data science, and operations teams to deliver product features from concept through launch and iteration
• Influence and align senior leadership and cross-functional stakeholders on product direction through compelling narratives and data-driven recommendations