Sr. Product Manager Tech, Amazon Customer Service

Amazons mission is to be Earths most customer-centric company and our award-winning Customer Service (CS) team 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 (CSAs) around the globe provide world-class support to customers.

The Customer Facing Solutions (CFS) organization powers CS by developing elegant customer-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human we enable CSAs to effectively and elegantly solve customer issues using our associate-facing products powered through human-centered design. This Sr. Product Manager Tech role is leading these efforts for Amazon Business customers.

We are seeking a Sr. Product Manager - Tech to lead our customer-facing homepage and chat experience for Amazon Business customers and define strategies for customer discovery intent and resolution paths that enable world-class automation of CS experiences. As the product owner you will be asked to prioritize key capabilities define requirements for the customer experience and build the launch plan to expand these capabilities globally. Your focus will be on building the vision for self-service and automation CS experiences specifically for the self-service registration business customers the largest Amazon Business customer segment.


Key job responsibilities
- Define strategies for customer discovery intent and resolution paths that deliver a world-class delightful chat experience with customers.
- Partner with CS Technical Development Operations Machine Learning UX Design CS Business Verticals (Consumer Digital Shipping and Delivery Services) and other Amazon teams to define the intersection points where we choose to hand off to a human.
- Define and prioritize the key feature sets to build LLM-based solutions that enable a high-quality automated experience.
- Collaborate with cross-functional teams including software development engineers machine learning scientists data scientists UX designers and researchers to create execute and iterate on customer experiences.


- Bachelors degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

- Experience in using analytical tools such as Tableau Qlikview QuickSight
- Experience in building and driving adoption of new tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 151200.00 - 204600.00 USD annually