Sr. Product Manager - Technical, Selling Partner Support Experience

Description

Amazon's Selling Partner Support handles tens of millions of contacts annually worldwide. The Selling Partner Support Engagement (SPSE) team owns the technical products and features that enable the end to end support journey. We are in the midst of transforming support into an AI-native agent support experience and redefining how and where sellers can resolve their issues.

We are looking for a Sr. Product Manager - Technical (Sr. PMT) who will own part of the product strategy for shaping net new support experiences. You'll own defining the experience, the integration model, and the trust framework for these net new interactions. This means working hands-on with engineering and applied science teams to make decisions about how AI-powered support capabilities translate to new environments.

This is a highly ambiguous space with no established playbook. You'll need to work across multiple teams to align on a path forward, influence without authority, and ship iteratively while building the long-term vision. You'll be expected to drive alignment with senior leaders and make judgments calls in areas where the data is limited and the right answer isn't obvious. If you are energized by working seller-backwards, operating in ambiguous environments, and bringing structure and definition (all while having fun), then you'll like this role!

Key job responsibilities
-Own the product strategy for one or more net new support channels, from zero-to-one definition through launch and iteration

-Define the requirements and partner with engineering and applied science to figure out the right technical approach — what to build, what to reuse, and where the hard problems are

-Design and run the pilot strategy: define who gets it first, what we're testing, what "good" looks like, and how we decide to scale or kill it

-Build the go-to-market plan — how sellers discover and adopt support on a new surface, and how we tell that story internally to Associates and externally

-Define how we measure quality and build the auditing approach for support interactions happening on surfaces we don't fully control

-Partner closely with teams across Amazon — aligning roadmaps, building shared plans, and creating durable working relationships with teams that own adjacent parts of the seller experience

-Write clear, compelling documents for senior leadership that frame the strategy, the trade-offs, and the path forward, and reporting on progress in biweekly leadership forums


A day in the life
You might start the day sitting in on a seller interview with your UX Research partner, hearing firsthand what's working and what isn't. Then you're in a room with engineering and science reviewing pilot metrics, deciding what to adjust and what to cut. After lunch you're tightening up a document that recommends whether or not to launch a new experience, knowing leadership will push on your reasoning. And by end of day you're drafting the early vision for a channel that doesn't exist yet, working with adjacent teams to figure out where to start.

About the team
Our team is based in Seattle and at the center of redefining how millions of Selling Partners get support from Amazon. We are a small, high-ownership and visibility team that partners closely with other support and agentic teams across Amazon. Day to day, we work directly with applied scientists, UX designers, UX researchers, engineers and program managers to build and ship new experiences that don't exist yet. We move quickly, hold a high bar, and have fun doing it.

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 building and driving adoption of new tools
- Demonstrated experience leveraging generative AI tools to enhance workflow efficiency and productivity, with the ability to craft effective prompts and critically evaluate AI-generated outputs in a professional setting
- Experience identifying opportunities to integrate AI solutions into products and services to drive business value

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.