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Job Description & How to Apply Below
Amazon strives to be Earth's most customer-centric company, and nowhere is that commitment tested more than at the intersection of customer trust, fraud prevention, and seamless service.
Amazon Customer Service is seeking an experienced Senior Product Manager-Tech within our Concessions Product Management team. This role owns the product vision and roadmap for Amazon's global concessions policy framework, a critical system that governs concessions decisions across all Customer Service channels worldwide.
You will build solutions that enable Amazon to maintain customer trust while protecting the business. You will drive the technical strategy to create product solutions that empower policy teams to balance exceptional customer experiences with long-term business sustainability. Your work will shape how millions of customers perceive Amazon's commitment to making things right when issues arise.
The ideal candidate will drive product innovation, optimize policy frameworks, and deliver scalable solutions that enhance customer trust while maintaining business integrity. You will lead technical architecture decisions, evaluate technology choices, and define the right technical approach for each solution. You will work cross-functionally with engineering, operations, finance, legal, and business teams to define product requirements, assess technical trade-offs, and prioritize features.
You will drive key technical discussions with engineering teams, evaluate build-versus-buy decisions, and ensure successful delivery of high-impact initiatives.
This high-visibility role requires strong product management skills, deep technical acumen, strategic thinking, and the ability to influence stakeholders at all levels. You will own the end-to-end product lifecycle, from ideation through launch and ongoing optimization. You will evaluate technology choices, guide technical implementation decisions, and ensure solutions are built on the right technical foundation to support scalable policy management at Amazon's scale.
Key job responsibilities
- Define and communicate the product vision, strategy, and multi-year roadmap for Amazon's concessions policy management systems
- Author and present senior leadership artifacts including PRFAQs and executive level planning documents, and decision narratives, regularly surfacing key tradeoffs and progress.
- Own the product backlog and prioritize features based on customer impact, trust-building potential, business value, and technical feasibility
- Understand system architecture, data flows, and technical dependencies of policy management platforms
- Partner with engineering teams on technical design reviews and architecture decisions that enable flexible, customer-responsive policies
- Champion technical solutions that enable real-time, personalized policy decisions that build customer trust
- Identify opportunities to improve policy effectiveness, reduce defects, and enhance customer experience through data-driven insights
- Drive initiatives to reduce policy complexity and improve operational efficiency while enhancing the customer experience
- Develop and implement solutions that address the needs of customers who contact Amazon CS that reduce operational overheads and improves consistency of our resolutions
- Build strong partnerships with engineering, operations, finance, legal, tax, and business teams to drive customer-centric policy decisions
- Drive alignment across diverse stakeholder groups with competing priorities by focusing on customer-centric outcomes
About the team
The Concessions team sits within Amazon's Customer Service organization and is responsible for delivering exceptional customer experiences while protecting the business from fraud and abuse. We create scalable product solutions that enable policy teams to define and enforce the right customer outcomes platforms process millions of customer requests annually, providing the tools and capabilities that maintain customer trust and ensure long-term business sustainability.
We work at the intersection of customer experience, risk management, and operational efficiency, building products that shape how customers worldwide perceive Amazon's commitment to making things right.
Basic Qualifications - Master'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, Quick Sight
- Experience in building and driving adoption of new tools
- Experience bridging technical and business teams to collect and refine requirements, prioritize incoming work…
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