Senior Product Manager - Tech Customer Engagement Technology
Senior Product Manager - Tech Customer Engagement Technology
Posted on :
13-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 136100 - 235200
Vacancy
1 Vacancy
Posted on :
13-04-2025
Job Description
Amazons mission is to be Earths most customercentric company and our awardwinning Customer Service (CS) Customer Engagement Technology (CET) organization 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 (CSA) around the globe provide worldclass support to customers 24 hours a day 7 days a week and in over 22 languages.
CET powers CS by developing cloudbased contact center products. Our contact center technology is used by CSAs around the world to power millions of customer conversations.
The Contact Center Management Solution Team within CET is looking for a Senior Product Manager Technical to define and execute our roadmap for customer service call center management products.
This role will work across CS Technical Development AWS Technical Development Operations and retail business verticals.
Specifically you will be identifying and prioritizing features required to scale CS global call center management products on a cloudbased infrastructure allowing CSAs to handle customer contacts anywhere in the world.
You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS.
A successful candidate is an effective communicator has demonstrated the ability to earn the trust of stakeholders across a crossfunctional team of individuals is datadriven and has experience managing complex business challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment fail fast learn and iterate to improve. You understand and account for the implications of your work to frontline operations.
Key job responsibilities
Lead Product Definition: Own and drive the customer working backwards strategy tenets longterm goals and working backwards documents including customer and market feedback competitive analysis and business metrics to inform direction.
Define Product Vision: Including future roadmap investment innovation and experimentation.
Lead Technology Vision: Work with technology teams to align development with product roadmap.
Lead Product Launch: Own the GTM plan to deliver results that ensure the customer and business goals are met in operational launch plans.
Lead Product Operations: Including monitoring and response to customer feedback continuous product improvement and business growth.
Lead interaction with Cross Functional Teams: Including working closing with highenergy team consisting of Engineers and Program Managers and executive leadership making tradeoffs based on customer requirements QA/testing of the product.
A day in the life
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver WorldWide SelfService Automation (SSA) products based on generative AI.
5 years of technical product management experience
Bachelors degree or equivalent
Ability to communicate both business and technical topics to stakeholders and customers
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Demonstrated solid judgment and effective communication skills. Ability to see the big picture while navigating technology and partner development decisions and tradeoffs
Experience with contributing to engineering discussions around technology decisions and strategy related to a product
Experience in influencing senior leadership through data driven insights
Masters degree or equivalent
Demonstrated solid judgment and effective communication skills. Ability to see the big picture while navigating technology and partner development decisions and tradeoffs
Proven track record of taking ownership and successfully delivering results in a fastpaced dynamic environment
Experience in managing products for Customer Service and Contact Center Management
Experience in AWS and/or cloud computing
Experience in building products leveraging Machine Learning (ML) and Artificial Intelligence (AI) technologies
Experience with agile methodologies
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136100/year in our lowest geographic market up to $235200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
CET powers CS by developing cloudbased contact center products. Our contact center technology is used by CSAs around the world to power millions of customer conversations.
The Contact Center Management Solution Team within CET is looking for a Senior Product Manager Technical to define and execute our roadmap for customer service call center management products.
This role will work across CS Technical Development AWS Technical Development Operations and retail business verticals.
Specifically you will be identifying and prioritizing features required to scale CS global call center management products on a cloudbased infrastructure allowing CSAs to handle customer contacts anywhere in the world.
You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS.
A successful candidate is an effective communicator has demonstrated the ability to earn the trust of stakeholders across a crossfunctional team of individuals is datadriven and has experience managing complex business challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment fail fast learn and iterate to improve. You understand and account for the implications of your work to frontline operations.
Key job responsibilities
Lead Product Definition: Own and drive the customer working backwards strategy tenets longterm goals and working backwards documents including customer and market feedback competitive analysis and business metrics to inform direction.
Define Product Vision: Including future roadmap investment innovation and experimentation.
Lead Technology Vision: Work with technology teams to align development with product roadmap.
Lead Product Launch: Own the GTM plan to deliver results that ensure the customer and business goals are met in operational launch plans.
Lead Product Operations: Including monitoring and response to customer feedback continuous product improvement and business growth.
Lead interaction with Cross Functional Teams: Including working closing with highenergy team consisting of Engineers and Program Managers and executive leadership making tradeoffs based on customer requirements QA/testing of the product.
A day in the life
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver WorldWide SelfService Automation (SSA) products based on generative AI.
5 years of technical product management experience
Bachelors degree or equivalent
Ability to communicate both business and technical topics to stakeholders and customers
Experience owning/driving roadmap strategy and definition
Experience with end to end product delivery
Demonstrated solid judgment and effective communication skills. Ability to see the big picture while navigating technology and partner development decisions and tradeoffs
Experience with contributing to engineering discussions around technology decisions and strategy related to a product
Experience in influencing senior leadership through data driven insights
Masters degree or equivalent
Demonstrated solid judgment and effective communication skills. Ability to see the big picture while navigating technology and partner development decisions and tradeoffs
Proven track record of taking ownership and successfully delivering results in a fastpaced dynamic environment
Experience in managing products for Customer Service and Contact Center Management
Experience in AWS and/or cloud computing
Experience in building products leveraging Machine Learning (ML) and Artificial Intelligence (AI) technologies
Experience with agile methodologies
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136100/year in our lowest geographic market up to $235200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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