Sr. Product Manager, Amazon Customer Service

Join the Amazon Customer Service (CS) team redefining what world-class customer service. As a Sr. Product Manager on the CS Pre Order Product Experience team, you'll own the end-to-end customer journey for identifying opportunities and gaps in our customer experiences that delight millions of customers who expect precision, reliability, and zero friction. CS is a large organization obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, every time. We are looking for a customer-obsessed Senior Product Manager to fundamentally transform the customer experience in the US. You will own the complete redefinition of end-to-end product strategy for Amazon CS’ customer resolution and discretionary concessions. This is a critical role that will define customer facing policies and products to remediate customer issues, spanning the pre-order journey, specifically related to account security and identity verification. The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer and financial data to identify the biggest policy and product design improvements that will ultimately improve customer trust and drive long term value for Amazon. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey, understanding customer behavior and building deep knowledge of various CS systems. Key job responsibilities - Map the end-to-end customer journey across account creation, authentication, recovery, and reinstatement. Identify friction points where enforcement actions, lockouts, and identity verification failures generate avoidable contacts. - Synthesize customer signals (CS contacts, BRP transfer data, behavioral data, and customer anecdotes) to quantify friction and translate findings into VOCs that drive upstream product investment from Identity Services, Trust & Safety, and CS Tooling. - Own the CX product strategy for Account Access & Security across four pillars: Self-Service Account Recovery, Identity Verification & Authentication, Proactive Security Enablement, and Trust & Communication Integrity. - Drive initiatives from ideation through launch (securing tech funding, writing BRDs, managing experiments, and owning post-launch iteration). - Establish mechanisms to track contact reduction performance, contributing to regular business reviews with data-driven narratives. - Identify resolution gaps across self-service, bot, and associate tooling layers, developing Resolution Readiness Assessments with clear prioritization and recommended investment. - Serve as the CX gatekeeper for account security product launches, building proactive roadmap influence that designs resolution capability in advance of known defect patterns. A day in the life - Review contact driver data and BRP case queues to identify emerging friction patterns - Lead cross-functional sessions with Identity Services, Trust & Safety, and CS Tooling to align on CX requirements for upcoming launches - Analyze VOC data and resolution failure patterns to build business cases that secure upstream investment - Author and iterate on product requirements for identity verification, BRP automation, and enforcement appeal workflows - Conduct resolution readiness assessments, identifying gaps across self-service, bot, and associate tooling - Track weekly contact reduction performance, preparing data-driven narratives for business reviews About the team CXI is Amazon's cross-functional CX intelligence and improvement organization, embedded within Customer Service and influencing across the business. We hold the