Sr. Product Manager - Tech, Amazon Customer Service
Amazon.com Services LLC•2h ago
United StatesOnsite$151.2K–$204.6KFull-timeSenior Level5+ yrs exp
H-1B verified · 2310 LCAs
Top focus
Product ManagerVp ProductProduct Marketing ManagerCustomer Success Manager
- Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service (CS) team is an essential part of that mission. Our Associate Experience organization powers customer service by developing elegant customer and Customer Service Associate (CSA)-facing products globally. We are looking for a Senior Product Manager – Technical to own the product and technical strategy for an AI-powered quality evaluation platform. This system uses large language models to automatically assess customer service quality and improvement opportunities — giving us visibility into what's working and what isn't across millions of conversations. You will define the technical product vision for evaluating service quality at scale — making architectural, data
- model decisions that determine how accurate, fast
- extensible the platform becomes. You'll own the roadmap from expanding coverage across languages, channels
- marketplaces, to designing how quality signals flow into products that help associates improve and catch service failures before customers are impacted again. A strong candidate thrives at the intersection of applied AI and customer-facing product strategy, can translate ambiguous strategic goals into coherent technical product decisions
- ships iteratively without losing sight of where the platform needs to go. If you're energized by turning AI capabilities into products that make customer service measurably better — every day, at global scale — we'd love to talk. Key job responsibilities - Own the end-to-end quality assessment solution, driving quality measurement, product roadmap
- continuous improvement - Manage escalations and backlog prioritization, ensuring the most impactful improvements are delivered efficiently - Partner with engineering, science
- operations teams to deliver seamless feature integrations that enhance — rather than disrupt — the associate experience - Advocate for your workstream in cross-functional forums, ensuring product delivery matches long term org vision - Balance short-term operational needs with long-term strategic goals, positioning your workstream for scale and future innovation
- Bachelor's degree - Experience owning/driving roadmap strategy and definition - Experience with feature delivery and tradeoffs of a product - Experience contributing to engineering discussions around technology decisions and strategy related to a product - Experience managing technical products or online services - Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight - Experience in building and driving adoption of new tools Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability
- other legally protected status. 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. 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
- 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
- parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually
Required skills
AIproduct managementroadmap strategyfeature deliveryengineering discussionsanalytical toolsTableauQlikviewQuickSight