Senior Product Manager, Amazon Customer Service

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
• [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
• [https://amazon.jobs/en/benefits].

USA, WA, Seattle - 136,000.00 - 184,100.00 USD annually