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

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

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.