Senior Product Manager- Tech Amazon Customer Service
Senior Product Manager- Tech Amazon Customer Service
Posted on :
19-04-2025
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1 Vacancy
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Job Description
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazons products using Artificial Intelligence Then were looking for you!
The Amazon Customer Service (CS) Knowledge team is seeking an experienced Tech Product Owner to drive the development of a nextgeneration Knowledge Management (KM) system. This system will empower customers and CS associates with accurate accessible and AIpowered knowledge to enhance customer interactions. As the Tech Product Owner you will work closely with engineering UX data science and operations teams to define develop and launch scalable KM solutions that improve efficiency and customer satisfaction. A successful candidate should thrive in a highly collaborative ambiguous creative and fastpaced environment with a proven track record in taking on endtoend ownership and successfully delivering results.
The CS Knowledge team is part of the Customer Engagement Technology (CET) Team. The mission of the CET team within Customer Service is to create Earths best customer service solutions by 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 initiatives.
Key job responsibilities
Deliver a 3YP (ThreeYear Plan) PRFAQ for new initiatives and Business Requirements Document (BRD) for project requirements.
Define business goals identify risks and develop mitigation strategies.
Oversee product development from research and requirements through to launch.
Influence senior leaders and communicate Amazon AIs vision and impact.
Mentor product managers and collaborate with engineering AI/ML UX and crossfunctional stakeholders.
Leverage AI/ML technologies to improve knowledge discoverability accuracy and personalization.
Gather insights from customer service teams to enhance the system.
Utilize data analytics to define success metrics and drive decisions.
Prioritize and manage the product backlog balancing short and longterm goals.
Ensure seamless integration with Amazons Customer Service ecosystem.
Effectively communicate updates vision and progress to leadership and stakeholders.
A day in the life
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
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!
About the team
This role sits on a team within the Customer Engagement Technology (CET) Team. The CS Knowledge teams vision is a world where customer and associatefacing CS content is always relevant accurate complete and fresh servedup in the most effective way across channels (e.g. CS selfservice and humanassisted channels Rufus Alexa Google search).
CS Knowledge will achieve this by shifting the paradigm for ACS content creation and maintenance moving away from an outputdriven approach based on static content types to a trusted set of artifacts about Amazon products services and policies that are used to generate accurate consistent and personalized content in any form.
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
Masters degree
Experience in knowledge management content management or AIdriven search solutions
5 years of product or program management product marketing business development or technology experience
5 years of endtoend product delivery experience
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.
The Amazon Customer Service (CS) Knowledge team is seeking an experienced Tech Product Owner to drive the development of a nextgeneration Knowledge Management (KM) system. This system will empower customers and CS associates with accurate accessible and AIpowered knowledge to enhance customer interactions. As the Tech Product Owner you will work closely with engineering UX data science and operations teams to define develop and launch scalable KM solutions that improve efficiency and customer satisfaction. A successful candidate should thrive in a highly collaborative ambiguous creative and fastpaced environment with a proven track record in taking on endtoend ownership and successfully delivering results.
The CS Knowledge team is part of the Customer Engagement Technology (CET) Team. The mission of the CET team within Customer Service is to create Earths best customer service solutions by 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 initiatives.
Key job responsibilities
Deliver a 3YP (ThreeYear Plan) PRFAQ for new initiatives and Business Requirements Document (BRD) for project requirements.
Define business goals identify risks and develop mitigation strategies.
Oversee product development from research and requirements through to launch.
Influence senior leaders and communicate Amazon AIs vision and impact.
Mentor product managers and collaborate with engineering AI/ML UX and crossfunctional stakeholders.
Leverage AI/ML technologies to improve knowledge discoverability accuracy and personalization.
Gather insights from customer service teams to enhance the system.
Utilize data analytics to define success metrics and drive decisions.
Prioritize and manage the product backlog balancing short and longterm goals.
Ensure seamless integration with Amazons Customer Service ecosystem.
Effectively communicate updates vision and progress to leadership and stakeholders.
A day in the life
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
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!
About the team
This role sits on a team within the Customer Engagement Technology (CET) Team. The CS Knowledge teams vision is a world where customer and associatefacing CS content is always relevant accurate complete and fresh servedup in the most effective way across channels (e.g. CS selfservice and humanassisted channels Rufus Alexa Google search).
CS Knowledge will achieve this by shifting the paradigm for ACS content creation and maintenance moving away from an outputdriven approach based on static content types to a trusted set of artifacts about Amazon products services and policies that are used to generate accurate consistent and personalized content in any form.
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
Masters degree
Experience in knowledge management content management or AIdriven search solutions
5 years of product or program management product marketing business development or technology experience
5 years of endtoend product delivery experience
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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