Sr. Manager, Product Management-Tech, Amazon Customer Service
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Key skills for this role
About the Role
Amazon is seeking a Sr. Manager, Product Management-Tech to own the product strategy for the associate customer service platform. The role involves building an AI-native agent experience, driving workflow simplification, and leading a team of product managers.
Key Skills for This Role
Responsibilities
- Own the product strategy and roadmap for the associate platform across digital products, devices, subscriptions, and account contact types
- Build on an AI native agent experience, designing resolutions embedded in an AI led UI
- Drive workflow simplification to eliminate specialized tooling and routing dependencies
- Build the team by hiring and developing individual product managers for each domain
- Partner cross functionally with customer facing product teams, engineering, data science, UX, and operations
- Deliver a key 2026 strategic initiative supporting a senior leadership commitment
- Represent product portfolio in senior leadership reviews and planning cycles
Requirements
- Bachelor's degree
- 6+ years of technical product or program management experience
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- 3+ years of team management experience
Full Job Posting
About the Organization
- Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business.
- Our Associate Experience team owns the product strategy, tooling, and AI systems that define how Customer Service agents work.
Key job responsibilities
- Own the product strategy and roadmap for the associate platform across digital products, devices, subscriptions, and account contact types
- Build on an AI native agent experience. Design and deliver resolutions embedded in an AI led UI
- Drive workflow simplification. Eliminate specialized tooling and routing dependencies
- Build the team. Hire and develop individual product managers for each domain
- Partner cross functionally with customer facing product teams, engineering, data science, BI, UX, and operations
- Deliver a key 2026 strategic initiative that supports a senior leadership commitment
- Represent your product portfolio in senior leadership reviews and planning cycles
Basic Qualifications
- Bachelor's degree
- 6+ years of technical product or program management experience
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- 3+ years of team management experience
Preferred Qualifications
- Experience delivering consumer software products and services in a high growth environment
Compensation
- Base salary range: 182,100.00 304,100.00 CAD annually
- Amazon's package may include sign on payments and restricted stock units (RSUs)
- Benefits include health insurance, RRSP, DPSP, paid time off
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