Senior Manager, Product Management - Technical, Customer Service

Senior Manager, Product Management – Technical, Amazon Customer Service

Job :  |  Services LLC

Want to build technology and tools used by Amazon's Customer Service team worldwide? We are looking for a leader passionate about building the future capabilities needed by leaders across CS to operate our network. Ultimately the products our team develops will play a key role in enabling Amazon to continue raising the bar and delivering the highest quality service with every interaction.

You'll have an enthusiasm for creative problem solving and be ready to work with others to deliver all-new solutions within Customer Service.

You'll have demonstrated leadership of high‑impact platform initiatives, fluency with analytics and measurement frameworks, and experience building and launching products  possess the ability to recruit and manage high‑performing talent, synthesize complex operational pain points, craft product vision and roadmaps, develop requirements, and manage all aspects of execution across highly matrixed organizations. This role requires rapid learning in new domain areas, deep understanding of integration between systems, and technical skillsets in analyzing data to inform product decisions.

This role will be a good fit if you are a people and culture leader who is also a builder. Someone who thrives under the responsibility of creating product vision, driving tech execution, and delivering large‑scale organizational impact with an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast, learning, and building again, as this is a new space that will require rapid prototyping to get things right.

• Lead cross‑functional collaboration – partnering with Customer Service Operations, engineering, and stakeholders to produce rigorous, high‑quality delivery.
• Define product requirements that translate complex customer needs into scalable solutions.
• Build executive alignment across senior leadership on transformative product priorities.
• Lead and develop a high‑performing team; a builder team where product and engineering work hand‑in‑hand.
• Navigate ambiguity by synthesizing technical constraints, customer insights, and business objectives into actionable strategies.
• Define success metrics and KPIs that drive continuous product improvement.
• Deliver a compelling and innovative vision for applying the latest technologies to global Customer Service Operations.

This role is part of Service Resource Management, a team within Customer Service. We work on the largest opportunities to unlock step‑change improvements in how our network serves customers worldwide. We are future‑focused, working backwards from a multi‑year outlook, and a small, multi‑disciplinary team that moves fast and delivers impactful results.

• 6+ years of team management experience.
• 5+ years of customer‑facing product development and product management, including defining, launching, and optimizing product and services experience.
• Experience managing competing priorities across a wide range of stakeholders.
• Experience designing or architecting systems (design patterns, reliability, and scaling) or in computer architecture.
• Experience in written and verbal communication with the ability to present complex technical information to executives and non‑technical leaders.
• Bachelor's degree or above in Computer Science, Computer Engineering, Information Management, Information Systems, or related discipline.
• 5+ years of technical product management, program management, or engineering experience.

• Experience delivering consumer software products and services in a high‑growth environment.
• MBA.
• Knowledge of user experience principles and techniques.
• Strong analytical skills, attention to detail, and effective communication abilities.
• Experience working directly within engineering teams.
• Experience in fulfilment, logistics, or operations technology environments.

USA, WA, Seattle – $ – $ USD annually.

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, a 401(k) matching program, paid time off, and parental leave. Learn more about our benefits at (Use the "Apply for this Job" box below)..

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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