Senior Product Manager — Technical, Service Design

Amazon

Seattle (WA)

On-site

USD 151,000 - 205,000

Full time

14 days+

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Job summary

Amazon Senior Product Manager - Technical, Amazon Customer Service leads end-to-end service design for Amazon Business customers within CSX. You own the journey from inception to customer service readiness and define integration requirements across stacks.

You will partner with product, engineering, science and ops teams to ensure cohesive customer experiences, translate complex ecosystems into executable design, and influence across ambiguous Territory.

Qualifications

Bachelor's degree required.
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.
Experience in using analytical tools, such as Tableau, Qlikview, QuickSight.
Experience in building and driving adoption of new tools.

Responsibilities

Own the end-to-end service design for Amazon Business products, defining how new features translate into CS readiness and customer journey standards.
Develop service design specifications for new AB product launches, ensuring CS technology teams have clear requirements before launch.
Define integration requirements across technology stacks, driving alignment on timelines, dependencies, and customer experience outcomes.
Partner with product and technology teams to ensure cohesive customer experiences across organizations.
Establish and maintain a unified view of the AB customer journey that spans product development through customer service delivery.
Identify gaps in cross-functional handoffs, quantify their impact on customer experience, and design solutions that prevent friction at transition points.
Create frameworks and standards for how new business models and product features should be serviced through the CS channel.
Prepare and deliver service design reviews to senior leadership, communicating cross-functional dependencies, risks, and readiness status.
Drive adoption of service design standards across partner teams, ensuring specifications are reflected in engineering roadmaps and launch plans.