Senior Product Manager, Amazon Customer Service

Senior Product Manager, Amazon Customer Service

Job ID: 2916383 | Amazon.com Services LLC

Have you ever thought about what it takes to provide millions of customers with support across hundreds of social media handles, globally, while protecting their privacy and security? The Customer Service - Social Media organization is looking for a product manager who can thrive in a diverse, global team, and is passionate about building simple but elegant solutions that raise the customer experience bar.

We’re looking for someone to define and deliver the plan that changes how we support customers on social media. This role will impact the way we resolve every customer's question, particularly those customers who need detailed support from a customer service associate. You'll ensure we’re building contact-handling solutions that meet today's needs, and scale to support customers how they will need help tomorrow. This individual will influence a broad range of stakeholders and roadmaps across other customer service technical teams and products.

Key job responsibilities

1. Manage the lifecycle of a product with considerable impact to the social media contact handling strategy.
2. Define the customer problem, the experience they need, and the long-term strategy.
3. Own the product roadmap and feature priorities to deliver the right product solution, independently.
4. Clearly communicate requirements from large and diverse sets of customers, to influence technical priorities, and the business strategy.
5. Contribute to business reviews, and communicate effectively with technical teams, and leadership audiences.
6. Mitigate risks and help reduce a product's exposure to failure modes. Influence teams to eliminate problems that stifle innovation or cause customer dissatisfaction.
7. Hire, mentor, and develop others.

A day in the life
As a Senior Product Manager within Customer Service - Social Media, you're building simple customer solutions, for complex business products. By understanding each social media app, and the different types of support customers need, you will focus your days on building a roadmap of features and services that ensure every customer can receive the help they need, in the most easy and delightful way.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

BASIC QUALIFICATIONS

1. Bachelor's degree or equivalent
2. 5+ years of product or program management, product marketing, business development or technology experience
3. Experience owning/driving roadmap strategy and definition
4. Experience with end to end product delivery
5. Experience with feature delivery and tradeoffs of a product
6. Experience as a product manager or owner
7. Experience owning technology products

PREFERRED QUALIFICATIONS

1. Experience in influencing senior leadership through data driven insights
2. Experience working across functional teams and senior stakeholders

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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 this link for more information.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Posted: March 7, 2025 (Updated about 3 hours ago)