Amazon

Sr. Manager, Product Manager- Technical , Amazon Customer Service

Amazon$197K — $267K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 6+ years of team management experience
  • Bachelor's degree required
  • Proven ability to drive roadmap strategy and definition
  • Experienced in product feature delivery and trade-offs
  • Preferred experience in high-growth consumer software environments

Responsibilities

  • Own a 3-5 year strategic roadmap and navigate ambiguity through high-stakes decisions
  • Engage with senior decision-makers to build deep customer expertise and identify opportunities
  • Evaluate technical proposals and leverage AI for development and innovation
  • Champion exceptional customer experiences while balancing compliance and localization
  • Facilitate strategic engineering discussions to shape platform strategy
  • Influence cross-functional teams and align diverse stakeholder priorities
  • Communicate effectively at the executive level through written and verbal presentations
  • Manage complex cross-organizational launches and ensure long-term success mechanisms
  • Define success metrics and design experimentation strategies for major investments
  • Shape product architecture for competitive AI capabilities and assess impacts on the portfolio

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • 401(k) matching
  • Paid time off and parental leave
  • Supplemental life insurance and AD&D coverage
  • Flexible spending accounts
  • Support for adoption and surrogacy reimbursement
  • Mental health support services
  • Medical advice line access
Full Job Description
This role is responsible for customer experiences with major scope and strategic importance. It operates in contexts where the problem, opportunity, and strategy may not yet be defined. It requires significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders, set a vision, and design the right long-term solution. The role delivers with complete independence and intentionality, with considerable impact on long-term strategy, market segments, and organizational priorities and goals..

Key job responsibilities

- Own a 3-5 year strategic roadmap, drive clarity in ambiguous spaces, and make high-stakes decisions using first-principles thinking when data is incomplete

- Develop deep customer expertise through direct engagement with senior decision-makers and lead research to identify breakthrough opportunities

- Evaluate technical proposals with sufficient depth to challenge trade-offs, foresee architectural consequences, and leverage AI to accelerate development and innovation

- Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity - balancing compliance, accessibility, and localization constraints

- Drive strategic engineering discussions across multiple teams, shaping platform strategy and identifying failure modes before they manifest

- Influence without authority across engineering, design, science, finance, marketing, sales, legal, and operations - aligning stakeholders with different priorities

- Communicate at the executive level through written narratives, PR/FAQs, and presentations to Directors, VPs, and SVPs

- Own complex cross-org launches, making judgment calls on acceptable simplifications, driving adoption, and creating mechanisms for long-term success

- Define success metrics that distinguish output (adoption) from outcome (customer satisfaction, business impact), and design experimentation strategies to inform major investments

- Shape product architecture for agentic AI, identifying which AI capabilities become competitive necessities and evaluating second-order consequences on the product portfolio

BASIC QUALIFICATIONS

- 6+ years of team management experience

- Bachelor's degree

- Experience owning/driving roadmap strategy and definition

- Experience with feature delivery and tradeoffs of a product

PREFERRED QUALIFICATIONS

- Experience delivering consumer software products and services in a high growth environment

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

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

Similar Jobs

More Jobs at Amazon

More Consumer Technology Jobs

Find similar Sr. Manager, Product Manager- Technical , Amazon Customer Service jobs: