Senior Product Manager - Amazon Customer Service

Description

Amazon Customer Service (Amazon CS) organization is seeking a Sr Product Manager to own the end-to-end Service Design experience for Alexa products and services.

This role owns conceptualizing, building, and enhancing customer service experiences that impact millions of Alexa customers, in a space of 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 that drive value with increased product engagement, or lower cost to serve by increasing operational efficiencies. 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 embrace emerging technology shifts and adopt industry trends to define the best-in-class service offering to secure customer loyalty. While driving multi-year investments that reshape the CS landscape, you'll instrument new success measures where necessary as you secure cross-functional commitment to build solutions to mitigate customer pain points.

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 leveraging data and grounding recommendations based on business priorities or holistic organizational needs.

Key job responsibilities
- Own the 3 to 5 year product vision, strategy, and roadmap for Alexa Customer Service, spanning Hardware, Digital Services and third-party integrations. Drive clarity where strategy is undefined, and create frameworks that enable organizational action.
- 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.
- 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 and embrace technology shifts 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.
- 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, personally driving cross-functional VP level goals. Engage senior decision-makers to uncover non-obvious insights. Define CS requirements, hold launches to a high experience bar, and advocate for prioritization of solutions that address customer feedback drivers.

A day in the life
On any given day, you will drive strategic conversations with senior leaders, leveraging data to influence investments and priorities to enhance the Alexa device and digital product Customer Service experience - advocating for upstream defect elimination, empowering customers with self-service capabilities or optimizing our human-in-the-loop support offering. 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.

Basic Qualifications

- 5+ years of product or program management, product marketing, business development or technology experience
- Experience in influencing senior leadership through data driven insights
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Bachelor's degree or equivalent
- Experience working across functional teams and senior stakeholders

Preferred Qualifications

- Knowledge of key customer experience metrics and methodology (e.g., NPS)
- Experience owning technology products
- Experience in Customer Service

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.