Interested in building new AI-native Customer Experiences (CXs) and technology solutions that power millions of Amazon customers globally? Join the Customer Facing Solutions (CFS) Tech team within Amazon's Customer Service (CS) organization, which builds self-service automation and agentic AI capabilities, and uses human-centric design approaches to transform the CX for addressing CS-related issues. Our team owns the CX for CS Homepage, CS Chatbot, CS Search/Help, CS on Rufus AI shopping Assistant (now Alexa for Shopping), and emerging areas, such as CS on WhatsApp/3P, and Amazon Now (30-min delivery).
We care deeply about delivering a Best-in-class Customer Experience (CX) throughout a shopping journey -- including when customers face issues with their purchases / delivery, have questions related to their returns / payments, or a variety of other Customer Service topics.
We are seeking a Sr. Product Manager - Tech to develop AI-native CXs, including on the Customer Service Homepage (CSHP), which is the "front door" and primary destination for end customers with CS-related needs. You will drive not just a set of features, but will also contribute to defining the underlying CS technology & systems that powers them (e.g., Customer Intelligence, Memory, etc.) that we are revamping using AI and Personalization. You will lead cross-functional teams to build innovative solutions that enable customers to effortlessly resolve their issues with one cohesive interaction.
You will be a key Product leader in the CS org with regular interaction with senior leadership. You will join a high-performing Product team with a dedicated engineering org that you will work with to execute on your roadmap. You also get to work closely with Applied Science, User Experience, Finance, Business Intelligence teams.
Key job responsibilities
- Own the product vision, strategy, and multi-year roadmap for highly-trafficked Customer Service surfaces (e.g., CS Homepage), and translate them into prioritized requirements / user stories.
- Advocate on behalf of customers in strategy discussions and lead our product thinking to shape the direction of key AI-powered tech primitives such as Customer Intelligence, Memory, Context preservation, and others.
- Author high-quality strategy documents (e.g., PRFAQs) that you present to senior CS leaders, up to SVP-level.
- Own and drive key metrics for your area of ownership, make Go/No-Go launch decisions using data, and audit CX quality.
- Collaborate with teams across CS to remove "seams" between touchpoints (e.g., CS and Your Orders pages) and ensure the CX journey is simple, consistent, and reliable.
- Develop and execute rigorous product evaluation frameworks (evals) to measure LLM and AI feature accuracy, latency, and user experience, translating quantitative metrics into actionable product improvements and roadmap priorities.
- Partner with Engineering, Science, UX Design, CS Business Verticals (Digital, Shipping and Delivery Services), and other Amazon teams to define end to end CX journeys, including intersection points where we choose to hand off from Self-service automation to a human.
