Sr. Product Manager, Amazon Customer Service

Join the Amazon Customer Service (CS) team redefining what world-class customer service. As a Sr. Product Manager on the CS Pre Order Product Experience team, you"ll own the end-to-end customer journey for identifying opportunities and gaps in our customer experiences that delight millions of customers who expect precision, reliability, and zero friction.

CS is a large organization obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, every time.

We are looking for a customer-obsessed Senior Product Manager to fundamentally transform the customer experience in the US. You will own the complete redefinition of end-to-end product strategy for Amazon CS' customer resolution and discretionary concessions. This is s critical role that will define customer facing policies and products to remediate customer issues, spanning delivery through returns, defective items, and post-purchase resolution.

The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer and financial data to identify the biggest policy and product design improvements that will ultimately improve customer trust and drive long term value for Amazon. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey, understanding customer behavior and building deep knowledge of various CS systems.

Key job responsibilities

• Map the end-to-end customer journey for defects that customers experience that across their post-delivery and return experiences; identify friction points, measuring remediation quality and long term CX and financial impact.
• Conduct customer research, competitive benchmarking, and sentiment analysis to understand what drives satisfaction and improve our exception resolution offerings to manage customer experience.
• Own CS' discretionary concessions strategy across all our stores.
• Partner with CS tech teams to improve associate facing tools, Customer Self-serve experience and ensure we have right guardrails to protect Amazon from bad actors.
• Drive initiatives from ideation through launch - securing tech funding, writing BRDs, managing Weblab experiments, and owning post-launch iteration
• Establish mechanisms to track and report on CS discretionary concessions, contributing to regular business review documents with data-driven narratives
• Identify experience gaps across disparate products and develop strategies to close them
• Define success metrics, establish baselines, and drive measurable improvements across adoption, sentiment, and quality metrics for usage of discretionary concessions
• Improve reporting and attribution for discretionary concessions and Partner across upstream business stakeholders to reduce upstream defects