Senior Product Manager, Customer Experience Products - Customer Service

Position: Senior Product Manager, Customer Experience Products - Amazon Customer Service
Description

Do you enjoy solving complex problems with simple, customer-obsessed solutions? Would you like to shape the future of how Amazon's Digital and Device customers get help?

The CXP (Customer Experience Products) organization is seeking an experienced Senior Product Manager who thinks big about customer experience and is relentless about raising the bar. Our vision is bold: eliminate the need for customers to ever feel stuck when they use our products. We are building intelligent, proactive self-service experiences that anticipate customer needs before they even have to ask.

Key job responsibilities

As a Senior Product Manager on this team, you will:

- Start with the customer and work backwards: deeply understand their pain points, frustrations, and unmet needs to define a product vision that genuinely transforms their experience.

- Own an ambitious WW product roadmap that pushes boundaries on what self-service support can look like, not just for today but for the next 3-5 years.

- Set bold goals and then figure out how to deliver them: partner with engineering, science, UX, and operations to turn big ideas into shipped products at Amazon scale.

- Make crisp prioritization decisions grounded in data, balancing customer impact, technical feasibility, and speed to value.

- Drive alignment across cross-functional teams and senior leadership, influencing without authority and earning trust through clear thinking and customer advocacy.

- Define what success looks like for customers (not just metrics), measure relentlessly, and iterate until the experience is truly great.

- Stay ahead of the curve on AI, automation, and conversational technology, and challenge the team to think bigger about what is possible.

A day in the life

You will spend your time obsessing over WW customer problems that others have accepted as unsolvable. You will challenge assumptions, push past incremental thinking, and rally teams around a shared vision of what the experience should be and how should we deliver it fast. The problems are large, the pace is fast, and the customer impact is real: you will see your work reflected in how millions of people interact with Amazon every day.

About the team

The team owns products and services that help customers and tech-support associates resolve issues across Amazon Devices (Kindle, Echo, Fire TV) and Digital Subscriptions (Prime Membership, Groceries, Prime Video, Music, Alexa, and more). Our product portfolio includes on-device diagnostics, device troubleshooting, conversational AI for self-service help, and knowledge systems for content discoverability. We are not here to maintain the status quo: we are here to reinvent how customer support works.

Basic Qualifications

- 5+ years of product or program management, product marketing, business development or technology experience

- Bachelor's degree or equivalent

- Experience owning/driving roadmap strategy and definition

- Experience with end to end product delivery

- Experience with feature delivery and tradeoffs of a product

- Experience as a product manager or owner

- Experience owning technology products

Preferred Qualifications

- Experience in influencing senior leadership through data driven insights

- Experience working across functional teams and senior stakeholders

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

Los Angeles County applicants:
Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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  (Use the "Apply for this Job" box below).  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…