Senior Manager Product Management, Amazon Customer Service
Senior Manager Product Management, Amazon Customer Service
Posted on :
22-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
This role is the global leader of customer service for Amazon Music within Digital Devices and Alexa Support (D2AS) the Amazon Customer Service unit that supports Amazons device services media and entertainment businesses. Leading a small but impactful customer experience and support team this leader has single-threaded responsibility for the customer support experience performance of customer services and eliminating the defects that cause Amazons Music customers to need support. This role connects Amazon Customer Service and Amazon Music - Amazons multi-national music streaming and audio business.
Key job responsibilities
- Partner with other D2AS and Amazon CS teams to ensure the effective and efficient delivery of support to Amazon Music customers as needed.
- Use VOC data and analytics to identify defects that require Music customers to use Amazon Customer Service.
- Be the customer service partner for Amazon Music working with multiple Directors and their teams to partner on support goals and objectives that provide better support for customers or eliminate their need for support entirely.
- Deliver D2AS and Amazon Customer Service objectives and goals to be the most trusted provider of device and digital customer services.
A day in the life
Never the same as yesterday or tomorrow these are all actual examples from a day in the life of a product category leader (STL) in D2AS. A single day in this role could see you checking in on Amazons customer service performance working on a proposal document for a new customer service initiative or collaborating with colleagues to address opportunities to improve Amazon Music customers product and support experiences.
You could be working with your team and D2AS colleagues to respond to enquires from Amazons CEO or S-Team leaders root cause a customer issue based on VOC or working out how to scale a pilot customer service program.
- 12 years of product or program management product marketing business development or technology experience
- 6 years of team management experience
- 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
- Experience engaging and influencing senior executives
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 $160300/year in our lowest geographic market up to $265000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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.
Key job responsibilities
- Partner with other D2AS and Amazon CS teams to ensure the effective and efficient delivery of support to Amazon Music customers as needed.
- Use VOC data and analytics to identify defects that require Music customers to use Amazon Customer Service.
- Be the customer service partner for Amazon Music working with multiple Directors and their teams to partner on support goals and objectives that provide better support for customers or eliminate their need for support entirely.
- Deliver D2AS and Amazon Customer Service objectives and goals to be the most trusted provider of device and digital customer services.
A day in the life
Never the same as yesterday or tomorrow these are all actual examples from a day in the life of a product category leader (STL) in D2AS. A single day in this role could see you checking in on Amazons customer service performance working on a proposal document for a new customer service initiative or collaborating with colleagues to address opportunities to improve Amazon Music customers product and support experiences.
You could be working with your team and D2AS colleagues to respond to enquires from Amazons CEO or S-Team leaders root cause a customer issue based on VOC or working out how to scale a pilot customer service program.
- 12 years of product or program management product marketing business development or technology experience
- 6 years of team management experience
- 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
- Experience engaging and influencing senior executives
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 $160300/year in our lowest geographic market up to $265000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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 Manager
Employment Type
Full-Time
Department / Functional Area
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
