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.