Senior Product Manager- Tech, Amazon Customer Service

Senior Product Manager- Tech, Amazon Customer Service

Job ID: 2934904 | Amazon.com Services LLC

Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon's products using Artificial Intelligence? Then we're looking for you!

The Amazon Customer Service (CS) Knowledge team is seeking an experienced Tech Product Owner to drive the development of a next-generation Knowledge Management (KM) system. This system will empower customers and CS associates with accurate, accessible, and AI-powered knowledge to enhance customer interactions. As the Tech Product Owner, you will work closely with engineering, UX, data science, and operations teams to define, develop, and launch scalable KM solutions that improve efficiency and customer satisfaction. A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.

The CS Knowledge team is part of the Customer Engagement Technology (CET) Team. The mission of the CET team within Customer Service is to create Earth's best customer service solutions by empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering initiatives.

Key job responsibilities

1. Deliver a 3YP (Three-Year Plan), PRFAQ for new initiatives, and Business Requirements Document (BRD) for project requirements.
2. Define business goals, identify risks, and develop mitigation strategies.
3. Oversee product development, from research and requirements through to launch.
4. Influence senior leaders and communicate Amazon AI's vision and impact.
5. Mentor product managers and collaborate with engineering, AI/ML, UX, and cross-functional stakeholders.
6. Leverage AI/ML technologies to improve knowledge discoverability, accuracy, and personalization.
7. Gather insights from customer service teams to enhance the system.
8. Utilize data analytics to define success metrics and drive decisions.
9. Prioritize and manage the product backlog, balancing short- and long-term goals.
10. Ensure seamless integration with Amazon's Customer Service ecosystem.
11. Effectively communicate updates, vision, and progress to leadership and stakeholders.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

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!

About the team

This role sits on a team within the Customer Engagement Technology (CET) Team. The CS Knowledge team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served-up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, Google search).

CS Knowledge will achieve this by shifting the paradigm for ACS content creation and maintenance, moving away from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.

BASIC QUALIFICATIONS

1. 5+ years of technical product management experience
2. Bachelor's degree or equivalent
3. Ability to communicate both business and technical topics to stakeholders and customers
4. Experience owning/driving roadmap strategy and definition
5. Experience with end to end product delivery
6. Demonstrated solid judgment and effective communication skills. Ability to see the big picture, while navigating technology and partner development decisions and trade-offs
7. Experience with contributing to engineering discussions around technology decisions and strategy related to a product

PREFERRED QUALIFICATIONS

1. Master's degree
2. Experience in knowledge management, content management, or AI-driven search solutions
3. 5+ years of product or program management, product marketing, business development, or technology experience
4. 5+ years of end-to-end product delivery experience

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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/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. For more information, please visit this link.

Posted: March 18, 2025 (Updated about 1 hour ago)