Senior Product Manager - Technical, Amazon Customer Service - Social

As a Senior Product Manager - Technical for Amazon Customer Service (CS) - Social, you'll define the future of customer service on social apps. You'll own the 3-5 year strategic vision for how millions of customers receive world-class support across existing and emerging social channels. This isn't just about responding to customers - it's about building the next generation of integrated customer service experiences that meet customers where they are.

You'll work at the intersection of customer obsession and technical innovation, partnering with engineering teams to create seamless integrations with existing Amazon customer service products while inventing entirely new ways for customers to get help through social apps. Your work will directly impact customer satisfaction across Amazon's global stores.

Key job responsibilities
- Define the strategic product vision for customer service across all social apps, creating a 3-5 year roadmap that anticipates customer needs and emerging technologies
- Drive technical integration between social apps and existing Amazon customer service products, ensuring seamless experiences while building next-generation capabilities
- Own end-to-end product lifecycle from conception through launch and optimization, making high-stakes decisions about feature prioritization, technical architecture, and go-to-market strategy
- Lead cross-functional collaboration across engineering, operations, legal, marketing, and customer service teams, influencing priorities and building alignment across diverse stakeholders
- Establish success metrics and mechanisms that measure customer satisfaction, operational efficiency, and business impact at scale, using data to drive continuous improvement

A day in the life
You'll start your morning reviewing customer sentiment data across social channels, identifying emerging trends that could inform your product roadmap. You'll spend time with engineering leaders discussing the technical architecture needed to scale our social customer service apps to handle millions of interactions daily. In the afternoon, you might be presenting your strategic vision to VPs, working backwards from customer needs to define breakthrough features that competitors haven't imagined yet.

You'll collaborate with teams across Amazon - from the core customer service organization to social media marketing, from legal and compliance to data science - ensuring every decision balances customer experience, technical feasibility, and business impact. You'll own critical escalations when major issues affect customers, and you'll be the voice of the customer in every technical design review.

About the team
CS-Social is Amazon's global team dedicated to delivering exceptional customer service across all social media apps. We monitor and respond to customers, solving problems, escalating systemic issues, and positively engaging with millions of customers worldwide. Our team of associates operates across multiple countries and time zones.

As Sr PMT, you'll work directly with senior leadership to shape the strategic direction of social customer service at Amazon. You'll mentor other product managers, influence engineering roadmaps across multiple organizations, and have the autonomy to drive decisions that impact how customers experience Amazon globally.

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

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.

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, WA, Seattle - 151,200.00 - 204,600.00 USD annually