Senior Product Manager - Alexa Customer Service Experience

Amazon; Seattle (WA); On-site; USD 136,000 - 184,000; Full time

Benefits offered by this job

RSUs

Health insurance

401(k) matching

Job summary

Amazon CS is seeking a Sr Product Manager to own end-to-end Service Design for Alexa products and services, shaping strategy from customer pain points to execution across product, engineering, design and operations. You will write PRFAQs and roadmaps, define success with outcomes like customer satisfaction, and lead cross-functional initiatives across VP levels to deliver high-impact service experiences.

This role emphasizes using data, embracing AI opportunities, and delivering multi-year

Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience
• Experience influencing senior leadership through data driven insights
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• Experience working across functional teams and senior stakeholders

Responsibilities

• Own the 3 to 5 year product vision, strategy, and roadmap for Alexa Customer Service; drive clarity where strategy is undefined and enable action.
• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity; partner with design on mockups and prototypes.
• Demonstrate deep technical curiosity; evaluate engineering proposals and understand architecture decisions and trade-offs.
• Identify and embrace technology shifts; drive multi-year investments and evaluate complex proposals; apply AI capabilities to accelerate development.
• Influence across CS and VP organizations; present to Directors and VPs; align on goals and executive engagement.
• Serve as the CS Voice of the Customer in product design, ideation, and launch readiness; define CS requirements and advocate for prioritization of customer feedback drivers.

Skills

5+ years product/PM

Influencing leadership with data

Roadmap strategy & definition

Feature delivery tradeoffs

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

Amazon CS is seeking a Sr Product Manager to own end-to-end Service Design for Alexa products and services, shaping strategy from customer pain points to execution across product, engineering, design and operations. You will write PRFAQs and roadmaps, define success with outcomes like customer satisfaction, and lead cross-functional initiatives across VP levels to deliver high-impact service experiences.

This role emphasizes using data, embracing AI opportunities, and delivering multi-year