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Senior Product Manager, Amazon Customer Service
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Description
Amazon Customer Service (CS) is a large and global 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, each and every time.
We are looking for a customer-obsessed Senior Product Manager to own and evolve the product strategy for Amazon's Worldwide Merchant Fulfilled Network (MFN) Core customer experience. Today, customers on seller-fulfilled orders face a resolution journey where seller-led paths average 50 days vs. 1 day through CS, impacting tens of millions of contacts annually. You will own the complete end-to-end product strategy for the MFN Core customer support journey, specializing in post-purchase resolution across seller- and CS-led solutions.
The role requires someone who can operate with significant autonomy, using deep expertise and high judgment to distill diverse inputs from large customer segments and stakeholders into a clear vision and the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means working on multi-dimensional problems where defects create friction across multiple parts of the customer journey.
You will map the complete customer journey to surface systemic gaps, define product vision and multi-year roadmap, and write PRFAQs and detailed product requirements that drive alignment. You will partner with product and tech owners both within and outside CS to influence their roadmaps and drive measurable contact reduction and resolution quality improvements.
You will work across multiple organizations and leadership levels, including Director and VP-level stakeholders, to influence and achieve consensus on priorities. You will partner on product and technology solutions to drive high-impact innovation that strengthens our technical foundation through AI and automation (including LLM-powered resolution and self-service capabilities), transforming the service experience we offer to our customers. You will create mechanisms that make defect elimination sustainable. You will regularly work at both tactical and strategic levels to deliver results.
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Key job responsibilities
- You navigate complex, cross-organizational problems and proactively identify risks (both visible and emerging) across the end-to-end customer journey.
- You excel at translating technical problems into clear narratives that drive consensus among stakeholders across CS, External Fulfillment, and diverse Product teams.
- You work strategically to determine where resources are best applied while actively removing bottlenecks in product development and delivery.
- You create scalable mechanisms and best practices while effectively influencing and force-multiplying across organizations without direct authority.
- You have deep customer obsession and translate that into measurable improvements in customer experience, backed by data and delivered at scale.
A day in the life
- Own product strategy for Amazon's MFN Customer Experience for the MFN Core customer support journey, specializing in post-purchase resolution across seller- and CS-led solutions.
- Map the complete customer journey to surface systemic gaps and define product vision and multi-year roadmap to overhaul the MFN Core customer support journey customer experience.
- Write PRFAQs and detailed product requirements that drive alignment and decision-making across diverse stakeholders.
- Establish data-driven approaches to surface customer pain points and drive upstream action across organizations.
- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
- Partner with engineering teams to define technical requirements and architecture, making build-versus-buy decisions for complex technical capabilities.
- Build product infrastructure that scales ahead of business growth, reducing cost-to-serve while improving customer experience.
- Design tools and workflows that enable associates to resolve MFN customer issues efficiently.
- Deliver measurable outcomes aligned with organizational goals, including contact reduction targets and customer satisfaction improvements.
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Basic Qualifications
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience with product cycles of 6+ months
- Experience in product or program management, product marketing, business development or technology
Preferred Qualifications
- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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