Product Manager III, Technical, Amazon Customer Service
This position is no longer listed on the company's careers site. The discussion below stays open.
We are looking for a Sr. Product Manager - Tech to join CX-STAR (Subscriptions, Troubleshooting, and Accounts Resolutions) within Amazon Customer Service.
In this role, you will use your expertise and judgment to determine the right goals, inform decisions, and design long-term solutions in spaces where the problem, opportunity, and strategy may not yet be defined. You will work across teams and stakeholders to deliver complex, customer-facing product experiences that drive measurable impact on long-term team goals.
You will take the lead on initiatives within your domain, delivering independently while seeking direction as needed. You will influence stakeholders and partners to align on the right approach, lead end-to-end delivery of simplified solutions, and represent the benefits and challenges of each path forward. This role requires strong technical acumen to evaluate engineering trade-offs, a deep understanding of customer needs, and the ability to drive programs across cross-functional teams.
The ideal candidate is a builder who thrives in ambiguity, brings strong product instincts grounded in data, and is passionate about delivering exceptional customer experiences. You will mentor and develop others, contribute to the team's strategic direction, and help shape how we leverage emerging technologies — including AI — to solve customer problems at scale.
Key job responsibilities
You start your morning reviewing product metrics and customer feedback to identify emerging patterns. By mid-morning, you are in a design review refining the next iteration of a feature with your engineering and design partners. After lunch, you draft a product requirements document for an upcoming initiative, pressure-testing assumptions with data before sharing it for stakeholder review. Later, you join a cross-team working session to resolve a dependency and align on launch timelines. Throughout it all, you stay connected to the customer experience, ensuring every decision moves the product closer to solving the problems that matter most.
About the team
Our team is focused on building products that create real value for customers at Amazon scale. We operate in a collaborative, fast-paced environment where product managers partner closely with engineers, designers, and business leaders to turn ambitious ideas into launched experiences. We believe in learning quickly, iterating based on evidence, and holding ourselves to a high bar for quality.
We are investing in the future and looking for product leaders who are excited to shape what comes next. If you want to work on problems that matter, alongside talented colleagues who challenge and support one another, this is the team for you.
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.
USA, TX, Austin - 151,200.00 - 204,600.00 USD annually
USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually
In this role, you will use your expertise and judgment to determine the right goals, inform decisions, and design long-term solutions in spaces where the problem, opportunity, and strategy may not yet be defined. You will work across teams and stakeholders to deliver complex, customer-facing product experiences that drive measurable impact on long-term team goals.
You will take the lead on initiatives within your domain, delivering independently while seeking direction as needed. You will influence stakeholders and partners to align on the right approach, lead end-to-end delivery of simplified solutions, and represent the benefits and challenges of each path forward. This role requires strong technical acumen to evaluate engineering trade-offs, a deep understanding of customer needs, and the ability to drive programs across cross-functional teams.
The ideal candidate is a builder who thrives in ambiguity, brings strong product instincts grounded in data, and is passionate about delivering exceptional customer experiences. You will mentor and develop others, contribute to the team's strategic direction, and help shape how we leverage emerging technologies — including AI — to solve customer problems at scale.
Key job responsibilities
- Define and own the product vision, strategy, and roadmap by working backward from customer needs, conducting research, analyzing usage data and market trends, and aligning stakeholders on priorities and trade-offs.
- Partner with engineering, design, science, and other cross-functional teams to deliver high-quality product experiences, participating in architecture reviews, defining acceptance criteria, and ensuring technical decisions support long-term scalability.
- Drive product decisions grounded in data and sound judgment, defining success criteria and key performance metrics that distinguish between adoption outputs and true customer satisfaction and business impact outcomes.
- Evaluate how emerging technologies, including generative AI and agentic systems, can reshape product capabilities, accelerate development cycles, and unlock new forms of innovation within your product domain.
- Communicate product strategy and progress clearly through written documents and regular discussions with senior leaders, influencing without authority to build alignment across teams with different priorities.
You start your morning reviewing product metrics and customer feedback to identify emerging patterns. By mid-morning, you are in a design review refining the next iteration of a feature with your engineering and design partners. After lunch, you draft a product requirements document for an upcoming initiative, pressure-testing assumptions with data before sharing it for stakeholder review. Later, you join a cross-team working session to resolve a dependency and align on launch timelines. Throughout it all, you stay connected to the customer experience, ensuring every decision moves the product closer to solving the problems that matter most.
About the team
Our team is focused on building products that create real value for customers at Amazon scale. We operate in a collaborative, fast-paced environment where product managers partner closely with engineers, designers, and business leaders to turn ambitious ideas into launched experiences. We believe in learning quickly, iterating based on evidence, and holding ourselves to a high bar for quality.
We are investing in the future and looking for product leaders who are excited to shape what comes next. If you want to work on problems that matter, alongside talented colleagues who challenge and support one another, this is the team for you.
Basic Qualifications
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
Preferred Qualifications
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, Austin - 151,200.00 - 204,600.00 USD annually
USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually