Amazon

Senior Product Manager, Customer Experience Products - Amazon Customer Service

Amazon$152K — $206K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in product management, program management, or technology fields
  • Bachelor's degree or equivalent education
  • Proven record of owning and driving product roadmap strategy
  • Experience overseeing end-to-end product delivery
  • Familiarity with feature delivery and balancing product trade-offs
  • Demonstrated experience as a product manager or product owner
  • Experience owning and managing technology products

Responsibilities

  • Understand customer pain points to define a transformative product vision
  • Own a bold, long-term product roadmap for self-service support
  • Collaborate with cross-functional teams to turn ideas into scalable products
  • Make data-driven prioritization decisions balancing customer impact and feasibility
  • Influence and align cross-functional teams and senior leadership
  • Define and relentlessly measure success with respect to customer experiences
  • Stay updated on AI and automation to inspire innovative thinking

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • 401(k) matching
  • Paid time off and parental leave
  • Support for adoption and surrogacy reimbursement
  • Mental health and counseling services
  • Flexible spending accounts
Full Job Description
Key job responsibilities

As a Senior Product Manager on this team, you will:

- Start with the customer and work backwards: deeply understand their pain points, frustrations, and unmet needs to define a product vision that genuinely transforms their experience.

- Own an ambitious WW product roadmap that pushes boundaries on what self-service support can look like, not just for today but for the next 3-5 years.

- Set bold goals and then figure out how to deliver them: partner with engineering, science, UX, and operations to turn big ideas into shipped products at Amazon scale.

- Make crisp prioritization decisions grounded in data, balancing customer impact, technical feasibility, and speed to value.

- Drive alignment across cross-functional teams and senior leadership, influencing without authority and earning trust through clear thinking and customer advocacy.

- Define what success looks like for customers (not just metrics), measure relentlessly, and iterate until the experience is truly great.

- Stay ahead of the curve on AI, automation, and conversational technology, and challenge the team to think bigger about what is possible.

A day in the life

You will spend your time obsessing over WW customer problems that others have accepted as unsolvable. You will challenge assumptions, push past incremental thinking, and rally teams around a shared vision of what the experience should be and how should we deliver it fast. The problems are large, the pace is fast, and the customer impact is real: you will see your work reflected in how millions of people interact with Amazon every day.

About the team

The team owns products and services that help customers and tech-support associates resolve issues across Amazon Devices (Kindle, Echo, Fire TV) and Digital Subscriptions (Prime Membership, Groceries, Prime Video, Music, Alexa, and more). Our product portfolio includes on-device diagnostics, device troubleshooting, conversational AI for self-service help, and knowledge systems for content discoverability. We are not here to maintain the status quo: we are here to reinvent how customer support works.

BASIC QUALIFICATIONS

- 5+ years of product or program management, product marketing, business development or technology experience

- Bachelor's degree or equivalent

- Experience owning/driving roadmap strategy and definition

- Experience with end to end product delivery

- Experience with feature delivery and tradeoffs of a product

- Experience as a product manager or owner

- Experience owning technology products

PREFERRED QUALIFICATIONS

- Experience in influencing senior leadership through data driven insights

- Experience working across functional teams and senior stakeholders

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 https://amazon.jobs/en/benefits.

USA, CA, Santa Clara - 152,200.00 - 206,000.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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