Job Description
About the OrganizationAmazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business — retail, devices, digital products, business, and drivers. Our Associate Experience team owns the product strategy, tooling, and AI systems that define how Customer Service agents work: what information they can access, what actions they can take, and 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, and 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, and higher-quality customer outcomes.The RoleWe 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, and building an AI-native UI that surfaces the right context, guidance, and 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, and drive execution — partnering closely with the customer-facing product teams that own the same domains on the customer self-service side, and with engineering, data science, and 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, and 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, and 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, and customer service operations on roadmap sequencing, launch planning, and adoption.• 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.
