Sr Product Manager - Tech Amazon Customer Service
Sr Product Manager - Tech Amazon Customer Service
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 136100 - 235200
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
This role has the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world. As a Sr. Product ManagerTech in the Shipping & Delivery Support (SDS) Tech team you will own the product strategy for our firstever twoprong conversational artificial intelligence (AI) product suite designed to serve our delivery drivers from Amazons Flex mobile app and our customer service associates (CSAs) working backwards from their most important scenarios to define an endtoend experience that reduces effort in handling delivery defect scenarios and nondelivery use cases in onboarding active and offboarding lifecycle phases.
With your expertise in new product strategy the use of AI to develop humanlike interactions and conversational experience design your leadership will ensure that Amazon drivers and CSAs are empowered with a lowfriction intelligent interface that can directly solve defects and provided expedited contextaware live support for advanced remediation when required. You will work across a wide range of internal and external tech teams and with a range of stakeholders including business intelligence (BI) and science peers support program managers and support operations owners to validate the top problems to solve via AI identify the crucial investment areas for automation and selfservice capabilities that should exist in the native mobile client and develop the business and experience requirements that define the product roadmap.
You will ensure that your products are designed to foster innovation and generate datadriven decisionmaking at high speed and drive positive driver engagement leading to consistent improvements in the efficacy of AI. Ultimately your vision and expertise will help advance Amazons ability to provide exceptional customer service through strategic use of generative AI (genAI) capabilities.
Objectives of this role:
Drive the product development lifecycle and go to market of the SDS driver assistant for delivery drivers via Amazons mobile app and CSAfacing assistant in Amazons customer service system.
Gain deep understanding of driver needs Amazon Flex and SDS business and operations strategy and the Amazon Customer Service and Last Mile technology landscapes to identify the most impactful opportunities for use of large language models (LLMs).
Collaborate with User Experience (UX) Research and Design teams to design prototype and user test the products to baseline and validate end user experience.
Develop highquality documentation and user stories that effectively communicate the experience vision and enable UX designers science and software development partners to efficiently create and scale the desired experience.
Collaborate with BI and science leaders to define product success metrics ensure that AI efficacy is measurable and apply best practices for experimentation and evidencebased decision making to optimize the products impact on customer service and experience.
Create and maintain the product roadmap for shortterm and longerterm intervals aligning with stakeholders and balancing tradeoffs to maximize value for customers and the business.
Partner with science and software development team members to evaluate the latest technologies and methodologies producing natural responsive dialogue with end users.
Own the product line with an entrepreneurial mindset taking responsibility for the success of the products and driving innovation through effective collaboration with crossfunctional teams.
Key job responsibilities
Drive the of all processes in the product lifecycle from ideation to product launch. This includes conducting user research journey mapping and sprint planning as well as developing product requirements and roadmaps.
Create product strategy documents that describe the problems to solve scenarios and use cases technical and business intelligence requirements and acceptance criteria.
Collaborate closely with technical teams to identify optimal solutions challenge technical design and estimates ensuring that the product meets the needs of our customers.
Partner with UX science and engineering in the development QA and release of products and balance tradeoffs to ensure delivery while maintaining the highestquality product experience.
Work with Program Operations and Training teams to support change management and gotomarket success and runthebusiness performance.
Represent your product updates in monthly and quarterly business reviews and regular email communications.
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
Amazons SDS provides customer value by combining expertise in Amazon transportation services with the scale and support infrastructure of ACS. In SDS we work to eradicate defects obsess over customers and delivery drivers experiencing exceptions and invent solutions leveraging the power of ACS and Amazon transportation technologies. SDS owns the driver and recipient support experience; provides the tools processes and people that enable selfservice automated and human interactions; and incubates support for new businesses and despecializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers worldwide solving complex transportation opportunities for our CSAs and Customers.
Bachelors degree
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
Experience managing technical products or online services
Experience contributing to engineering discussions around technology decisions and strategy related to a product
Experience in representing and advocating for a variety of critical customers and stakeholders during executivelevel prioritization and planning
Experience in using analytical tools such as Tableau Qlikview QuickSight
Experience in building and driving adoption of new tools
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.
With your expertise in new product strategy the use of AI to develop humanlike interactions and conversational experience design your leadership will ensure that Amazon drivers and CSAs are empowered with a lowfriction intelligent interface that can directly solve defects and provided expedited contextaware live support for advanced remediation when required. You will work across a wide range of internal and external tech teams and with a range of stakeholders including business intelligence (BI) and science peers support program managers and support operations owners to validate the top problems to solve via AI identify the crucial investment areas for automation and selfservice capabilities that should exist in the native mobile client and develop the business and experience requirements that define the product roadmap.
You will ensure that your products are designed to foster innovation and generate datadriven decisionmaking at high speed and drive positive driver engagement leading to consistent improvements in the efficacy of AI. Ultimately your vision and expertise will help advance Amazons ability to provide exceptional customer service through strategic use of generative AI (genAI) capabilities.
Objectives of this role:
Drive the product development lifecycle and go to market of the SDS driver assistant for delivery drivers via Amazons mobile app and CSAfacing assistant in Amazons customer service system.
Gain deep understanding of driver needs Amazon Flex and SDS business and operations strategy and the Amazon Customer Service and Last Mile technology landscapes to identify the most impactful opportunities for use of large language models (LLMs).
Collaborate with User Experience (UX) Research and Design teams to design prototype and user test the products to baseline and validate end user experience.
Develop highquality documentation and user stories that effectively communicate the experience vision and enable UX designers science and software development partners to efficiently create and scale the desired experience.
Collaborate with BI and science leaders to define product success metrics ensure that AI efficacy is measurable and apply best practices for experimentation and evidencebased decision making to optimize the products impact on customer service and experience.
Create and maintain the product roadmap for shortterm and longerterm intervals aligning with stakeholders and balancing tradeoffs to maximize value for customers and the business.
Partner with science and software development team members to evaluate the latest technologies and methodologies producing natural responsive dialogue with end users.
Own the product line with an entrepreneurial mindset taking responsibility for the success of the products and driving innovation through effective collaboration with crossfunctional teams.
Key job responsibilities
Drive the of all processes in the product lifecycle from ideation to product launch. This includes conducting user research journey mapping and sprint planning as well as developing product requirements and roadmaps.
Create product strategy documents that describe the problems to solve scenarios and use cases technical and business intelligence requirements and acceptance criteria.
Collaborate closely with technical teams to identify optimal solutions challenge technical design and estimates ensuring that the product meets the needs of our customers.
Partner with UX science and engineering in the development QA and release of products and balance tradeoffs to ensure delivery while maintaining the highestquality product experience.
Work with Program Operations and Training teams to support change management and gotomarket success and runthebusiness performance.
Represent your product updates in monthly and quarterly business reviews and regular email communications.
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
Amazons SDS provides customer value by combining expertise in Amazon transportation services with the scale and support infrastructure of ACS. In SDS we work to eradicate defects obsess over customers and delivery drivers experiencing exceptions and invent solutions leveraging the power of ACS and Amazon transportation technologies. SDS owns the driver and recipient support experience; provides the tools processes and people that enable selfservice automated and human interactions; and incubates support for new businesses and despecializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers worldwide solving complex transportation opportunities for our CSAs and Customers.
Bachelors degree
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
Experience managing technical products or online services
Experience contributing to engineering discussions around technology decisions and strategy related to a product
Experience in representing and advocating for a variety of critical customers and stakeholders during executivelevel prioritization and planning
Experience in using analytical tools such as Tableau Qlikview QuickSight
Experience in building and driving adoption of new tools
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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