Amazon

Sr. Product Manager, Amazon Customer Service

Amazon$136K — $184K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of product or program management experience
  • Bachelor's degree or equivalent
  • Proven ability to own and drive product roadmap strategy
  • Experience with end-to-end product delivery
  • Familiarity with feature delivery and making product tradeoffs
  • Background as a product manager or owner
  • Experience owning technology products

Responsibilities

  • Define and own product vision, strategy, and roadmap for customer and associate experiences
  • Write product requirements based on customer needs for new and existing products
  • Evaluate existing customer service experiences to identify gaps and define improvement opportunities
  • Establish product metrics and KPIs to measure success and inform roadmap prioritization
  • Collaborate with engineering, UX design, data science, and operations to deliver product features
  • Influence senior leadership and stakeholders using data-driven insights and narratives

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • 401(k) matching
  • Paid time off and parental leave
  • Flexible Spending Accounts
  • Adoption and Surrogacy Reimbursement coverage
  • Employee Assistance Program and Mental Health Support
  • Medical Advice Line
Full Job Description
We are looking for a Senior Product Manager to define and design the end-to-end experience encompassing both customer-facing and associate-facing components within CS. This role is responsible for owning the product roadmap and strategy for CS experiences, both for new business and product launches as well as evaluating and improving existing CS experiences. You will work backward from customer and associate pain points, define product requirements, and partner with engineering, operations, and stakeholder teams to deliver solutions at scale. You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on customer experience.

The ideal candidate combines strong product sense with deep customer empathy. You are equally comfortable diving into data to identify opportunities, writing narratives for new concepts, and rallying cross-functional teams around a shared vision. You thrive in ambiguity, are biased toward action, and have a track record of delivering products that customers love.

This role can be located in Seattle.

Key job responsibilities

- Define and own the product vision, strategy, and roadmap for CS customer and associate experiences

- Write product requirements (PRFAQs, BRDs, user stories) working backward from customer needs for both new launches and existing experience improvements

- Evaluate existing CS experiences using data and customer insights to identify gaps, define improvement opportunities, and prioritize investments

- Define and own product metrics and KPIs; use data to measure launch success and ongoing experience health, informing roadmap prioritization

- Partner with engineering, UX design, data science, and operations teams to deliver product features from concept through launch and iteration

- Influence and align senior leadership and cross-functional stakeholders on product direction through compelling narratives and data-driven recommendations

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, WA, Seattle - 136,000.00 - 184,100.00 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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