Sr. Manager, Product Management-Tech, Amazon Customer Service

Sr. Manager, Product Management-Tech, Amazon Customer Service

Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business — retail, devices, digital products, business, and drivers. Our Associate Experience team owns the product strategy, tooling, and AI systems that define how Customer Service agents work: what information they can access, what actions they can take, and how effectively they resolve customer issues on first contact.

At the center of this is our associate-facing customer service platform — the primary interface through which agents across the globe handle customer contacts across chat, email, phone, and messaging channels. We are investing in rebuilding this platform for the AI era: moving from rigid, domain‑specific workflows toward a flexible, intelligent experience where AI and human agents work side by side to deliver faster, more consistent, and higher‑quality customer outcomes.

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