Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).
Amazon Customer Service's mission is to make customer service interactions so good they become the primary reason customers choose Amazon.
The Customer Facing Solutions (CFS) tech organization powers CS by developing elegant customer-facing products on digital channels. These products offer effortless self-service and automation solutions to our customers and deliver delightful, adaptive self-service experiences that empower them to resolve common issues conveniently and efficiently. Our product portfolio includes CS Homepage, CS Chatbot, Search and Help, and bringing CS to other digital channels of Amazon like Rufus and WhatsApp. Across these products and the backend services that power them, CFS is driving the development of modernized, scalable technologies, including generative AI solutions, to raise the bar for customer self-service at Amazon.
We are seeking a Senior Manager, Product Management - Technical to lead our digital channels for Customer Service team in defining strategies for discovery, engagement, and resolution paths that enable world-class automated CS experiences. In this role, you will lead a team of product managers while partnering with cross-functional technical teams to build innovative solutions that enable customers to effortlessly resolve their issues globally within one cohesive interaction.
Key job responsibilities
- Lead the Customer Facing Solutions Tech team to define strategies for customer discovery, engagement, and resolution paths that enable world-class automated CS experiences
- Define and drive strategies to build innovative solutions, leveraging AI, that enable customers to effortlessly resolve their issues who contact Amazon CS globally.
- Collaborate with cross-functional teams including software development engineers, machine learning scientists, data scientists, UX designers, and researchers to create, execute, and iterate on customer experiences
- Drive continuous improvement of customer self-service capabilities and automation technologies across the organization
- Manage and mentor a team of product managers, providing career development guidance and performance management
- Own product roadmap planning and prioritization, balancing short-term deliverables with long-term strategic vision
- Define and track key success metrics to measure product impact and customer satisfaction
- Drive stakeholder alignment across senior leadership and communicate product strategy, progress, and outcomes to executive teams
- Lead cross-functional planning processes including quarterly business reviews, operational planning, and resource allocation
