Senior Product Manager Technical, Amazon Customer Service Amazon.com IncSenior Product Manager Technical, Amazon Customer ServiceSeattle, WAYou will be identifying and prioritizing features required to scale CS global call center management products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 22 languages.
Senior Manager, Product Management - Technical, Amazon Customer Service Amazon.com IncSenior Manager, Product Management - Technical, Amazon Customer ServiceSeattle, WAYou possess the ability to recruit and manage high-performing talent, synthesize complex operational pain points, craft product vision and roadmaps, develop requirements, and manage all aspects of execution across highly matrixed organizations. You"ll have demonstrated leadership of high-impact platform initiatives, fluency with analytics and measurement frameworks, and experience building and launching products at scale.
Sr Product Manager Technical, Amazon Customer Service Amazon.com IncSr Product Manager Technical, Amazon Customer ServiceSeattle, WAOpen roles span a range of high-impact product domains across CS including intelligent self-service and chat automation powered by large language models, AI-assisted content management and authoring platforms, associate-facing operational tooling, customer insights and survey products, and AI/ML-powered defect detection and resolution systems. CS Technology builds the products and platforms that power exceptional customer and associate experiences at massive scale, from intelligent self-service automation and AI-powered chat to defect resolution systems, content management platforms, and operational tools that enable our global network of associates.
Sr. Security Engineering Manager, Customer Service Security Amazon.com IncSr. Security Engineering Manager, Customer Service SecuritySeattle, WAAs a Security Engineering Manager on the Endpoint Security Team, you"ll lead a team that designs, implements, and operates security solutions integral to how Amazon"s Customer Service Associates worldwide interact with customers every day. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.
Sr Techncial Program Manager, Customer Services Network Control Center Amazon.com IncSr Techncial Program Manager, Customer Services Network Control CenterSeattle, WAA typical day might include: unblocking an engineering team waiting on a data access approval from a partner org, running game day testing across multiple teams, reviewing a design for a new agentic investigation workflow, running a cross-org sync with resolver teams to align on launch timelines, and synthesizing progress across multiple workstreams into a leadership update with clear asks. You"ll own cross-functional execution, partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments.
Senior Technical Program Manager, Amazon Customer Service - Social Amazon.com IncSenior Technical Program Manager, Amazon Customer Service - SocialSeattle, WAOwn end-to-end program execution for complex, cross-functional technical initiatives spanning multiple engineering teams, external platform partners, and internal Amazon organizations - driving alignment, clearing blockers, and accelerating delivery at every stage. You"ll navigate ambiguity across engineering, legal, security, and finance to find a path forward in the most difficult situations - and translate product and engineering dependencies into sequenced, de-risked delivery plans that keep multi-team programs moving.
Sr. Technical Program Manager, Amazon Customer Service Amazon.com IncSr. Technical Program Manager, Amazon Customer ServiceSeattle, WAOur platform handles tens of thousands of transactions per second, serves hundreds of millions of customers, and supports the full range of customer interaction experiences - from AI-driven automated resolutions to human-assisted support channels. You will work at the intersection of platform engineering, distributed systems, and technical program management - partnering with engineering, product, and science leaders to ensure we deliver the next generation of CS data infrastructure on time and at the quality bar our customers expect.
NewSenior Software Development Engineer , Amazon Customer Service AI powered Content Solutions Amazon.com IncSenior Software Development Engineer , Amazon Customer Service AI powered Content SolutionsSeattle, WAWe"re shifting the paradigm for content creation and maintenance, moving from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Knowledge platform, working backwards from customer needs to define vision and architecture.
Sr. Manager, CS Studios , Amazon Customer Service Amazon.com IncSr. Manager, CS Studios , Amazon Customer ServiceSeattle, WAThe Senior Manager will be responsible for developing high-quality multimedia content that helps customers learn about Amazon policies, resolve common issues, and effectively use Amazon products and services. This role will lead a small team and manage vendor operations with a dedicated studio facility, creating scalable multimedia solutions that reduce customer effort and improve the overall customer experience.
Sr. Product Manager, Amazon Customer Service Amazon.com IncSr. Product Manager, Amazon Customer ServiceSeattle, WAOur team enables Amazon to be the leader in customer service capabilities creating valuable and memorable experiences for customers as they engage across our services, platforms, and devices. This role is responsible for owning the product roadmap and strategy for CS experiences, both for new business and product launches as well as evaluating and improving existing CS experiences.
Sr. UX Researcher Mixed Methods, Amazon Customer Service Amazon.com IncSr. UX Researcher Mixed Methods, Amazon Customer ServiceSeattle, WAAs a Senior UX Researcher for the Voice of Customer product space, you will plan and execute a research roadmap to inform the vision VoC tools that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns, identify emerging issues, and drive proactive solutions. They will work closely with the studio"s team of researchers who partner with other customer service verticals, with designers and product managers within their vertical, and content designers to solve highly ambiguous and multi-faceted problems.
Sr. UX Designer, Network Systems, Amazon Customer Service Amazon.com IncSr. UX Designer, Network Systems, Amazon Customer ServiceSeattle, WAAmazon Customer Service User Experience Studio is seeking a Senior UX Designer to improve the operational tools that anticipates customer needs and continuously enable associates to solve real-world challenges before they even reach customers. Our studio is made up of a team of smart, passionate designers, user researchers, UX writers, UX program managers, product managers, and developers to drive a design process that always works backward from the customer.
Senior Manager, Operational Excellence, Amazon Customer Service Amazon.com IncSenior Manager, Operational Excellence, Amazon Customer ServiceSeattle, WAIn this role, your team will own highly strategic and critical business operations products and processes end-to-end and help ensure alignment across a set of senior stakeholders, including the head of CS. The Organizational Enablement team within Amazon Customer Service is an organization made up of a diverse suite of functions dedicated to ensuring our Customer Service team runs smoothly and delivers for customers.
Sr UX Designer, Data AI, Amazon Customer Service Amazon.com IncSr UX Designer, Data AI, Amazon Customer ServiceSeattle, WAYou will go far beyond a typical dashboard experience-designing an interconnected suite of experiences that blend the voice of Amazon"s customers with business reporting, trend analysis, and agentic workflow design. You will present and defend design decisions to senior leadership, ensuring prioritized outcomes while influencing product roadmaps and organizational goals through design excellence and customer insights.
Senior Customer Success Manager, Strategic Account Services Amazon.com IncSenior Customer Success Manager, Strategic Account ServicesSeattle, WAThis includes analyzing data and trends to maximize long-term potential for an assigned portfolio of Sellers, leading business strategy development and long-term account planning, and acting as a strategic and consultative partner who proactively identifies new opportunities and presents compelling value propositions. This includes identifying and building relationships with key influencers and decision-makers within the senior management and executive teams of prospective and existing accounts, along with internal stakeholders and cross-functional teams, to create and present compelling Amazon solutions that meet and exceed customer requirements.
Sr. Program Manager, Amazon Customer Service Network Solutions Amazon.com IncSr. Program Manager, Amazon Customer Service Network SolutionsSeattle, WAAs a Senior Program Manager on the Business Planning and Org Excellence team for Network Solutions, you"ll own the strategy for employee engagement, change management, and the adoption of new tools and ways of working across Network Solutions. You won"t inherit a set playbook - you"ll assess the current state, identify the highest-impact opportunities, and build what"s needed to make Network Solutions the best place to work.
Senior Program Manager, Emergency Services, Leo Global Customer Operations Amazon.com IncSenior Program Manager, Emergency Services, Leo Global Customer OperationsBellevue, WAYou will build and run the day-to-day program, drive BPO partner strategy, launch readiness, and ongoing operational excellence for emergency services contact center operations spanning multiple countries, languages, and regulatory environments. Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
Senior Manager, Product Management Technical, External Services, Amazon Connect Customer Amazon.com IncSenior Manager, Product Management Technical, External Services, Amazon Connect CustomerSeattle, WAAmazon Connect Customer leverages agentic AI across AWS and Amazon services including Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Transcribe to deliver sub-second voice latency, human-like conversational quality, and self-healing intelligence that detects where AI fails and continuously improves. You will lead a team of product managers developing the next generation of generative AI infused end-customer self-service capabilities, and drive the design and delivery of high-scale, resilient systems while maintaining a constant customer focus.
Sr. Manager, Product Management-Tech, Amazon Customer Service Amazon.com IncSr. Manager, Product Management-Tech, Amazon Customer ServiceSeattle, WAThis leader will contribute to the overall platform vision, build the team around the key domains, set the roadmap, and drive execution - partnering closely with the customer-facing product teams that own the same domains on the customer self-service side, and with engineering, data science, and customer service operations. This leader will define and deliver the agent-facing experience for these domains - reducing friction in how associates work, eliminating inconsistency in how issues are resolved, and building an AI-native UI that surfaces the right context, guidance, and resolution options to agents in real time.
NewSenior Product Manager, Amazon Customer Service Amazon.com IncSenior Product Manager, Amazon Customer ServiceSeattle, WAOn any given day, you will drive strategic conversations with senior leaders, leveraging data to influence investments and priorities to enhance the Alexa device and digital product Customer Service experience - advocating for upstream defect elimination, empowering customers with self-service capabilities or optimizing our human-in-the-loop support offering. We are the advocates for the CS experience for customers using our device and digital products, and relentlessly work to remove customer facing defects, improving quality and shaping how millions of customers use our products and get help.