Sr. Manager, Product Management-Tech, Amazon Customer Service
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Key skills for this role
About the Role
Amazon Customer Service is seeking a Sr. Manager of Product Management-Tech to own the product strategy and execution for the associate platform across multiple contact domains. You will define and deliver an AI-native agent experience, drive workflow simplification, and build a high-performing PM team.
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 and delivering resolutions embedded in an AI led UI.
- Drive workflow simplification by eliminating specialized tooling and routing dependencies.
- Build the team: hire and develop individual product managers for each domain, create clear ownership structures, and establish product development processes.
- Partner cross functionally with customer facing product teams, engineering, data science, BI, UX, and customer service operations.
- Deliver a key 2026 strategic initiative that supports a senior leadership commitment.
- Represent your 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
- Experience delivering consumer software products and services in a high growth environment (preferred)
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.
- We are investing in rebuilding our associate facing platform for the AI era: moving from rigid workflows toward a flexible, intelligent experience.
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 customer service 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 and Benefits
- Base salary range: 182,100.00 304,100.00 CAD annually
- Total compensation may include sign on payments and restricted stock units (RSUs)
- Benefits include health insurance, RRSP, DPSP, paid time off, and other resources
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