Sr. Product Manager, Amazon Customer Service

At Amazon, we're working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon to be the leader in customer service capabilities creating valuable and memorable experiences for customers as they engage across our services, platforms, and devices. We are looking for a Senior Product Manager (L6) to help define the strategy and own continuous evolution of customer service models. This role sits at the intersection of data, design, and customer experience: you will use escalation patterns, customer effort signals, and resolution data to diagnose where service models are working, where they are degrading, and where they need reinvention. Rather than optimizing a single product surface, you will look across the full spectrum of service experiences to identify cross-cutting patterns and design systemic solutions that raise the floor for every customer. You will define the “what should change and why,” validate hypotheses through experimentation, and partner with engineering and operations teams to bring validated designs into production. The ideal candidate is a strategic, systems-level thinker who leads with data. You see patterns others miss by connecting signals across multiple service experiences rather than treating each in isolation. You are equally comfortable building a measurement framework, writing a narrative that reframes a complex problem, and rallying cross-functional teams around a shared vision. You thrive in ambiguity, move from diagnosis to experimentation quickly, and have a track record of turning data into customer outcomes at scale. Key job responsibilities • Define and own the product vision, strategy, and roadmap for evolving existing customer service models, grounded in a data-driven understanding of where models are working, degrading, or failing • Analyze escalation patterns, customer effort metrics, and resolution data to identify cross-cutting failure modes and improvement opportunities across multiple service experiences • Design service model changes and define hypotheses; validate proposed changes through structured experimentation before they reach customers • Define and own a measurement framework that connects service model quality to customer outcomes; use metrics to prioritize investments and quantify impact • Partner with engineering, data science, UX design, and operations teams to move validated designs into production, ensuring changes translate cleanly from experiment to implementation • Influence senior leadership and cross-functional stakeholders through compelling, data-backed narratives that connect individual model improvements to the broader customer experience strategy