Product Manager Technical, Amazon Customer Service

Want to build technology and tools used by Amazons Customer Service (CS) team worldwide We are looking for a Product Manager passionate about building the future capabilities needed by leaders across CS to operate our network. Ultimately the products this role develops will play a key role in enabling Amazon to continue raising the bar and deliver the highest quality service with every interaction. Youll have an enthusiasm for creative problem solving and ready to work with others to deliver all-new solutions within Customer Service. You will get the opportunity to work directly with users of your products day in day out.

Youll have demonstrated leadership of high-impact operational products fluency with analytics and experience building and launching products at scale. You are able to synthesize complex operational pain points craft product vision and roadmaps develop requirements and manage all aspects of execution across highly matrixed organizations. This role requires rapid learning in new domain areas deep understanding of integration between systems and technical skillsets in analyzing data to make product decisions.

This role will be a good fit if you love being a builder. Someone who thrives under the responsibility of creating product vision driving tech execution and delivering large-scale organizational impact with an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast learning and building again as this is a new space that will require rapid prototyping to get things right.

Key job responsibilities
- Regularly develop PRFAQ/BRD and other product documents
- Be comfortable prototyping using the latest technologies working directly with users to iterate rapidly
- Communicate effectively across cross-functional teams earning trust with stakeholders at all levels
- Drive data-informed decision making leveraging metrics to identify frame and solve complex business challenges
- Champion customer obsession by navigating and synthesizing requirements from multiple business teams
- Demonstrate a strong bias for action willing to experiment fail fast learn and iterate to improve outcomes
- Understand how metrics relate to business problems and to each other translating data into actionable insights
- Account for the downstream implications of decisions on frontline operations
- Roll up sleeves to get hands-on with ambiguous or complex requirements across the organization

About the team
This role is part of Service Resource Management a team within Customer Service. We work on the largest opportunities to unlock step-change improvements in how our network serves customers WW. We are future-focussed working backwards from a multi-year outlook. We are a small multi-disciplinary team. We like it that way as we can move fast and work together on some of the most impactful opportunities to deliver exemplary service to Amazons customers.


- Experience owning/driving roadmap strategy and definition
- 4 years of product or program management product marketing business development or technology experience
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Bachelors degree in computer science engineering analytics mathematics statistics IT or equivalent
- Experience in identifying a customer need building a product to meet that need and launching that product
- Demonstrated experience using LLMs and AI coding tools for strategy definition requirements gathering data analysis UX design and iterative development.
- Demonstrated experience building applications that incorporate GenAI (e.g. LLM calls RAG Agentic workflows evals etc).

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

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