Sr. Manager, Product Management - Tech, Associate Experience Tech
ADCI HYD 13 SEZ•3h ago
IN, TS, HyderabadOnsiteFull-timeManager Level3+ yrs exp
Top focus
Product ManagerVp ProductSenior Product ManagerGroup Product ManagerTechnical Product Manager
- About the Organization Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business — retail, devices, digital products, business
- drivers. Our Associate Experience team owns the product strategy, tooling
- AI systems that define how Customer Service agents work: what information they can access, what actions they can take
- how effectively they resolve customer issues on first contact. At the center of this is our associate-facing customer service platform — the primary interface through which agents across the globe handle customer contacts across chat, email, phone
- messaging channels. We are investing in rebuilding this platform for the AI era: moving from rigid, domain-specific workflows toward a flexible, intelligent experience where AI and human agents work side by side to deliver faster, more consistent
- higher-quality customer outcomes. The Role 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
- building an AI-native UI that surfaces the right context, guidance
- 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
- drive execution — partnering closely with the customer-facing product teams that own the same domains on the customer self-service side
- with engineering, data science
- customer service operations. Key job responsibilities
- Own the product strategy and roadmap for the associate platform across different businesses — 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
- 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
- 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
- customer service operations on roadmap sequencing, launch planning
- 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.
- Bachelor's degree - 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
- Experience delivering consumer software products and services in a high growth environment - Experience working with or evaluating AI systems 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Required skills
Product ManagementAITeam Management