We are looking for a Sr. Manager, Product Management Tech to own the product strategy and execution for our associate platform across four high-volume, high-complexity contact domains.
This leader will define and deliver the agent-facing experience for these domains - reducing friction in how associates work, eliminating inconsistency in how issues are resolved, and building an AI-native UI that surfaces the right context, guidance, and resolution options to agents in real time. The north star is simple: every customer contact in these domains ends with a fast, consistent, on-brand resolution on first contact, demonstrating the very best of human and AI collaboration.
The current product does not exist in the form it needs to be. This leader will contribute to the overall platform vision, build the team around the key domains, set the roadmap, and drive execution - partnering closely with the customer-facing product teams that own the same domains on the customer self-service side, and with engineering, data science, and customer service operations.
Key job responsibilities
- Own the product strategy and roadmap for the associate platform across digital products, devices, subscriptions, and account contact types - from problem definition and strategy through requirements, development, launch, and continuous improvement.
- Build on an AI-native agent experience. Design and deliver resolutions embedded in an AI-led UI- surfacing relevant customer context and recommending resolution paths in real time- so that associates spend their time on attending to the customer, not managing the tool. Measure success through first contact resolution rates, handle time, and customer satisfaction.
- Drive workflow simplification. Eliminate the specialized tooling and routing dependencies that require associates to be trained on narrow issue types. Build upon the product model that enables associates to handle contacts across domains flexibly, without sacrificing resolution quality.
- Build the team. Hire and develop individual product managers for each domain, create clear ownership structures, establish product development processes, and build a high-performing PM team that operates ahead of engineering - not behind it.
- Partner cross-functionally. Work directly with the customer-facing product teams that own the consumer experience for these same domains to ensure agent tooling reflects and enables the customer experience being built. Partner with engineering, data and applied sciences, BI, UX, and customer service operations on roadmap sequencing, launch planning, and adoption.
- Deliver a key 2026 strategic initiative that supports a senior leadership commitment, requiring tight cross-functional coordination and on-time delivery.
- Represent your product portfolio in senior leadership reviews and planning cycles, authoring clear, data-backed product strategy documents and investment narratives.
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
- Experience with AI/ML technologies
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, WA, Seattle - 197,900.00 - 267,800.00 USD annually
