Sr. Manager, Product Management Tech, Associate Experience Tech
Job Location:
Monthly Salary:
Posted on:
14 hours ago
Posted on:
Vacancies:
1 Vacancy
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Job Summary
About the Organization
Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business retail devices digital products business and drivers. Our Associate Experience team owns the product strategy tooling and AI systems that define how Customer Service agents work: what information they can access what actions they can take and how effectively they resolve customer issues on first contact.
At the center of this is our associate-facing customer service platform the primary interface through which agents across the globe handle customer contacts across chat email phone and messaging channels. We are investing in rebuilding this platform for the AI era: moving from rigid domain-specific workflows toward a flexible intelligent experience where AI and human agents work side by side to deliver faster more consistent and higher-quality customer outcomes.
The Role
We are looking for a Sr. Manager Product Management Tech to own the product strategy and execution for our associate platform across four high-volume high-complexity contact domains.
This leader will define and deliver the agent-facing experience for these domains reducing friction in how associates work eliminating inconsistency in how issues are resolved and building an AI-native UI that surfaces the right context guidance and resolution options to agents in real time. The north star is simple: every customer contact in these domains ends with a fast consistent on-brand resolution on first contact demonstrating the very best of human and AI collaboration.
The current product does not exist in the form it needs to be. This leader will contribute to the overall platform vision build the team around the key domains set the roadmap and drive execution partnering closely with the customer-facing product teams that own the same domains on the customer self-service side and with engineering data science and customer service operations.
Key job responsibilities
Own the product strategy and roadmap for the associate platform across different businesses from problem definition and strategy through requirements development launch and continuous improvement.
Build on an AI-native agent experience. Design and deliver resolutions embedded in an AI-led UI surfacing relevant customer context and recommending resolution paths in real time so that associates spend their time on attending to the customer not managing the tool. Measure success through first contact resolution rates handle time and customer satisfaction.
Drive workflow simplification. Eliminate the specialized tooling and routing dependencies that require associates to be trained on narrow issue types. Build upon the product model that enables associates to handle contacts across domains flexibly without sacrificing resolution quality.
Build the team. Hire and develop individual product managers for each domain create clear ownership structures establish product development processes and build a high-performing PM team that operates ahead of engineering not behind it.
Partner cross-functionally. Work directly with the customer-facing product teams that own the consumer experience for these same domains to ensure agent tooling reflects and enables the customer experience being built. Partner with engineering data and applied sciences BI UX and customer service operations on roadmap sequencing launch planning and adoption.
Deliver a key 2026 strategic initiative that supports a senior leadership commitment requiring tight cross-functional coordination and on-time delivery.
Represent your product portfolio in senior leadership reviews and planning cycles authoring clear data-backed product strategy documents and investment narratives.
- Bachelors degree
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- 3 years of team management experience
- Experience delivering consumer software products and services in a high growth environment
- Experience working with or evaluating AI systems
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business retail devices digital products business and drivers. Our Associate Experience team owns the product strategy tooling and AI systems that define how Customer Service agents work: what information they can access what actions they can take and how effectively they resolve customer issues on first contact.
At the center of this is our associate-facing customer service platform the primary interface through which agents across the globe handle customer contacts across chat email phone and messaging channels. We are investing in rebuilding this platform for the AI era: moving from rigid domain-specific workflows toward a flexible intelligent experience where AI and human agents work side by side to deliver faster more consistent and higher-quality customer outcomes.
The Role
We are looking for a Sr. Manager Product Management Tech to own the product strategy and execution for our associate platform across four high-volume high-complexity contact domains.
This leader will define and deliver the agent-facing experience for these domains reducing friction in how associates work eliminating inconsistency in how issues are resolved and building an AI-native UI that surfaces the right context guidance and resolution options to agents in real time. The north star is simple: every customer contact in these domains ends with a fast consistent on-brand resolution on first contact demonstrating the very best of human and AI collaboration.
The current product does not exist in the form it needs to be. This leader will contribute to the overall platform vision build the team around the key domains set the roadmap and drive execution partnering closely with the customer-facing product teams that own the same domains on the customer self-service side and with engineering data science and customer service operations.
Key job responsibilities
Own the product strategy and roadmap for the associate platform across different businesses from problem definition and strategy through requirements development launch and continuous improvement.
Build on an AI-native agent experience. Design and deliver resolutions embedded in an AI-led UI surfacing relevant customer context and recommending resolution paths in real time so that associates spend their time on attending to the customer not managing the tool. Measure success through first contact resolution rates handle time and customer satisfaction.
Drive workflow simplification. Eliminate the specialized tooling and routing dependencies that require associates to be trained on narrow issue types. Build upon the product model that enables associates to handle contacts across domains flexibly without sacrificing resolution quality.
Build the team. Hire and develop individual product managers for each domain create clear ownership structures establish product development processes and build a high-performing PM team that operates ahead of engineering not behind it.
Partner cross-functionally. Work directly with the customer-facing product teams that own the consumer experience for these same domains to ensure agent tooling reflects and enables the customer experience being built. Partner with engineering data and applied sciences BI UX and customer service operations on roadmap sequencing launch planning and adoption.
Deliver a key 2026 strategic initiative that supports a senior leadership commitment requiring tight cross-functional coordination and on-time delivery.
Represent your product portfolio in senior leadership reviews and planning cycles authoring clear data-backed product strategy documents and investment narratives.
- Bachelors degree
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- 3 years of team management experience
- Experience delivering consumer software products and services in a high growth environment
- Experience working with or evaluating AI systems
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
About Company
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