Sr Product Manager, Amazon Customer Service

Amazon Customer Service (CS) organization is seeking a Sr Product Manager to own the end-to-end customer service design across Fire Tablet, Amazon Kids and Emerging products.

This role owns customer experiences with major scope and strategic importance where the problem, opportunity, and strategy may not yet be defined. You will work backwards from customer pain points to define product vision, write strategy documents (PRFAQs, narratives, roadmaps), and drive execution across product, engineering, design, and operations teams. You will define success through measurable outcomes, distinguishing between output metrics like defects eliminated and effort reduction, and outcome metrics like customer satisfaction, engagement, and quality of experience.

As the critical intersection point for customer needs, business goals, and technical possibilities, you will lead cross-organizational initiatives with potential P&L impact. You will apply one-way and two-way door judgment to high-stakes decisions, challenge assumptions, and establish strategic frameworks adoptable by other teams. You will also identify emerging technology shifts, including AI and agentic systems, and drive multi-year investments that reshape the CS landscape.

This leader earns trust and influences without authority at the Director and VP levels across Product, Marketing, Engineering, Finance, Legal, PR and Operations teams by consistently delivering results that raise the bar.

Key job responsibilities

• Own the 3 to 5 year product vision, strategy, and roadmap for Fire Tablet, Amazon Kids and Emerging CS. Drive clarity where strategy is undefined, and create frameworks that enable organizational action. Leverage CS data to identify breakthrough opportunities, lead customer research across segments, and establish experience standards adopted by other teams.
• Demonstrate deep technical curiosity. Evaluate engineering proposals, ask the right questions, and ensure sound trade-offs. Understand key architecture decisions, the assumptions behind them, and whether those assumptions still hold. Bring performance, scale, and flexibility perspectives into engineering conversations early.
• Identify technology shifts, including AI, before they become obvious. Drive multi-year technology investments and evaluate complex technical proposals. Apply AI and agentic capabilities to accelerate development, improve decisions, and unlock innovation. Distinguish genuine need from hype and reshape product strategy through effective adoption of emerging technologies.
• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity. Partner with design on mockups and prototypes, scrutinizing details while aligning with strategic goals. Ensure customer validation reflects diverse perspectives and drive strategic CX conversations across your area.
• Influence without authority across CS and other VP organizations, building alignment across teams with different priorities. Present regularly to Directors and VPs, align on OP1/OP2/goals, and own executive engagement for critical issues. Amplify impact by developing others and actively recruiting PM talent.
• Serve as the recognized CS Voice of the Customer in product design, ideation, and launch readiness. Engage senior decision-makers to uncover non-obvious insights. Define CS requirements, hold launches to a high experience bar, and own cross-org launches. Take calculated risks in pursuit of breakthrough results where consequences are significant.

A day in the life

On any given day, you will drive strategic conversations with senior leaders to align on multi-year CS product direction for Fire Tablet, Amazon Kids and Emerging products. You serve as the connective tissue between CS service design, operations, product line stakeholders, and partner organizations, setting priorities and driving alignment across teams with different objectives.

You will present investment narratives in Director and VP level product reviews, fielding questions on customer impact, scalability, business sustainability, and competitive positioning. You will balance setting the 3 to 5 year vision with near-term execution: defining cross-org launch requirements, authoring OP1/OP2 narratives, building consensus on bold bets, and measuring impact across your portfolio.

You will drive multi-year technology investment decisions, evaluating how agentic capabilities could reshape the CS experience, forming views on ROI and market timing, and determining when to make bold bets versus invest in further validation. You will define investment areas within operational planning cycles, build cross-functional consensus on long-term strategic direction, and establish the metrics frameworks and measurement strategies that other teams adopt.

About the team

D2SD (Digital and Devices Service Design) is part of the Customer Service Experience (CSX) team within Amazon CS, and owns the end-to-end customer service experience across Amazon"s Digital and Device portfolio. We are the advocates for the CS experience for customers using our device and digital products, and relentlessly work to remove customer facing defects, improving quality and shaping how millions of customers use our products and get help. Our insights drive product improvements upstream, and our mechanisms set the standard for Customer Obsession within Amazon Customer Service.