AmazonSr Product Manager Technical, Amazon Customer Service
Amazon is hiring a Sr Product Manager Technical, Amazon Customer Service in Seattle, United States. It pays $151k-$205k a year and Level rates it ; you can apply on Amazon.
Level's read on this job
- On Level's scale, this AI product manager role is Works on AI ●●●○: the daily work is on AI products, without building the model.
- Tools and skills the posting cites include LLMs, AI Chat and Content Management Platforms.
- Level classifies it as a senior role.
- Level lists 20,000+ other open roles at Amazon.
AI in this role
Senior technical product manager leading AI-powered customer service automation, chat platforms, and defect resolution systems.
We are looking for experienced Senior Product Managers – Technical, to join our CS product organization. These roles sit at the intersection of technology and customer experience, requiring product leaders who can define ambitious visions, drive complex cross-functional roadmaps, and deliver measurable outcomes at scale. You will partner with engineering, data science, UX design, operations, and program management teams to build products that directly improve how millions of customers and associates interact with Amazon every day.
Open roles span a range of high-impact product domains across CS including intelligent self-service and chat automation powered by large language models, AI-assisted content management and authoring platforms, associate-facing operational tooling, customer insights and survey products, and AI/ML-powered defect detection and resolution systems. Candidates who complete our assessment will be matched to the open role that best aligns with their background and interests.
Key job responsibilities
- Define and execute product strategy and vision. Create product artifacts (PRFAQs, BRDs, roadmaps) that drive alignment with engineering, science, and leadership teams.
- Own the end-to-end product lifecycle from ideation and roadmap development through launch, optimization, and scaling.
- Lead requirements gathering and feature prioritization to deliver measurable product and business outcomes.
- Contribute to engineering discussions around technology decisions and architecture. Keep product and technical strategy tightly aligned.
- Partner with engineering, data science, UX design, operations, and program management teams to identify opportunities and develop solutions.
- Represent and advocate for customers and stakeholders during executive-level prioritization and planning. Influence senior leaders across the organization.
- Define and track success metrics. Drive continuous improvement through rigorous, data-informed decision making.
- Communicate clearly and compellingly across all levels of the organization, from frontline operations to senior leadership.
- Operate independently in a complex, fast-paced, and ambiguous environment, managing multiple priorities at once.
- Bring a collaborative, customer-obsessed, and solutions-oriented approach to all cross-functional work.
A day in the life
Daily you will work alongside engineering, science, and program counterparts to move your product area forward. You will shape technical designs, resolve roadmap tradeoffs, and maintain a clear line of sight from customer needs to product decisions. You will lead stakeholder forums and communicate progress to leaders across CS. You will balance short-term operational needs with long-term platform thinking, acting as the connective tissue between the teams that build CS technology and the customers and associates who depend on it every day.
About the team
CS Technology is the product and engineering organization that powers Amazon's world-class customer service. Our teams are small, high-ownership, and high-impact. We build products across multiple domains, from intelligent automation and AI-driven experiences to associate tools, content management, operational insights, and real-time defect resolution. You will work directly with scientists, engineers, researchers, and business leaders to shape the customer service experience of the future.
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
- - Experience building and driving adoption of new tools across organizations
- - Experience working with AI/ML or generative AI product development
- - Experience with platform or tooling product management at scale
- - Master's degree in engineering, statistics, computer science, operations research, business analytics, or a related quantitative field
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
How we rate this
Sr Product Manager Technical, Amazon Customer Service at Amazon rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- This job starts at
- $151k
- Typical AI product manager job
- $179k
This posting starts 15% below the typical AI product manager job. See AI product manager jobs
Questions you could be asked
- Tell me about a workflow you automated with AI tools, end to end.
- Tell me about a project where product management was part of your work. What did you do?
- Tell me about a project where technical product management was part of your work. What did you do?
- Tell me about a project where roadmap strategy was part of your work. What did you do?
- Tell me about a project where cross functional leadership was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: AI Automation, Product Management, Technical Product Management, Roadmap Strategy, and Cross Functional Leadership. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
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