Senior Product Manager - Technical, Amazon Customer Service

Description

The Amazon Business Service Design team within Customer Service Experience (CSX) defines what the customer service experience should look like for Amazon Business customers. We establish end-to-end customer journey standards that span multiple product and technology teams, ensuring the experience remains cohesive even when the underlying technology is distributed across organizations.

In this role, you will own the end-to-end service design for Amazon Business products as they move from inception through their customer service experience. You will define how new product launches translate into CS readiness, design integration requirements across technology stacks, and drive a unified view of the customer journey that connects product development to customer-facing service. You'll work cross-functionally with product, engineering, science, and operations teams to ensure that every hand-off point in the customer experience is intentional rather than incidental.

As an ideal candidate, you have a passion for understanding complex, multi-team product ecosystems and can see through functional boundaries to design experiences that work for the customer. You are comfortable operating in ambiguity, driving alignment across teams with different priorities, and creating frameworks where none exist. You bring strong technical fluency and can translate between product and engineering teams to ensure service design specifications are both aspirational and implementable.

This is a highly visible position that requires you to partner with senior leaders across Amazon Business and Customer Service. You must be able to synthesize complex cross-functional dynamics into clear narratives, influence without direct authority, and maintain a customer-first perspective while navigating organizational complexity.


Key job responsibilities
- Own the end-to-end service design for Amazon Business products, defining how new features translate into CS readiness and customer journey standards

- Develop service design specifications for new AB product launches, ensuring CS technology teams have clear requirements before launch

- Define integration requirements across technology stacks, driving alignment on timelines, dependencies, and customer experience outcomes

- Partner with product and technology teams to ensure cohesive customer experiences across organizations

- Establish and maintain a unified view of the AB customer journey that spans product development through customer service delivery

- Identify gaps in cross-functional handoffs, quantify their impact on customer experience, and design solutions that prevent friction at transition points

- Create frameworks and standards for how new business models and product features should be serviced through the CS channel

- Prepare and deliver service design reviews to senior leadership, communicating cross-functional dependencies, risks, and readiness status

- Drive adoption of service design standards across partner teams, ensuring specifications are reflected in engineering roadmaps and launch plans


About the team
Amazon Business is Amazon's purchasing solution for organizations of all sizes, offering business-specific features, pricing, and workflows across multiple countries. Trusted by over 11 million organizations worldwide and generating $60 billion in annualized gross sales, it is one of Amazon's fastest-growing businesses. The Amazon Business Service Design team within Customer Service Experience (CSX) is a globally distributed team responsible for defining the customer service experience for Amazon Business customers worldwide.

Basic Qualifications

- 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

Preferred Qualifications

- 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, or 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, 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.