Sr. Product Manager - Tech, Amazon Customer Service

Amazon"s mission is to be "Earth"s most customer-centric company", and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers.

The Customer Facing Solutions (CFS) organization powers CS by developing elegant customer-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using our associate-facing products powered through human-centered design. We are also redefining how customers engaged with the Customer Service Homepage and access support through intuitive touch experiences, and the Sr. Product Manager - Tech CS Homepage Experience role is leading that effort.

We are seeking a Sr. Product Manager - Tech to lead our customer-facing chat experience and define strategies for customer discovery, intent, and resolution paths that enable world-class automation of CS experiences. In this role, you will bring to life the vision for Amazon"s CS chatbot by leading a cross-functional technical team to build innovative solutions that enable customers to effortlessly resolve their issues globally within one cohesive interaction. As the product owner, you will be asked to prioritize key capabilities, define requirements for the customer experience, and build the launch plan to expand these capabilities globally.

Key job responsibilities

• Define strategies for customer discovery, intent, and resolution paths that deliver a world-class, delightful chat experience with customers.
• Partner with CS Technical Development, Operations, Machine Learning, UX Design, CS Business Verticals (Digital, Shipping and Delivery Services), and other Amazon teams to define the intersection points where we choose to hand off to a human.
• Define and prioritize the key feature sets to build LLM-based solutions that enable a high-quality, automated experience.
• Collaborate with cross-functional teams including software development engineers, machine learning scientists, data scientists, UX designers, and researchers to create, execute, and iterate on customer experiences.