Sr. Product Manager, Amazon Customer Service

Senior Product Manager, Amazon Customer Service

Join the Amazon Customer Service (CS) team redefining what world-class customer service looks like for one of Amazon's fastest-growing delivery segments — Hub Delivery and Rural Super Rural. As a Senior Product Manager on the CS Delivery Experience Improvement (DXI) Product Experience team, you'll own the end-to-end customer journey for Hub Delivery, RSR, and 3rd Party deliveries, identifying opportunities and gaps in our delivery 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 delivery through returns, defective items, and post-purchase resolution.

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 for defects that customers experience that across their Pre-purchase, delivery and return experiences; identify friction points, measuring remediation quality and long term CX and financial impact.
• Conduct customer research, competitive benchmarking, and sentiment analysis to understand what drives satisfaction and improve our exception resolution offerings to manage customer experience.
• Own CS' discretionary concessions strategy across all our stores.
• Partner with CS tech teams to improve associate facing tools, Customer Sefl-serve experience and ensure we have right guardrails to protect Amazon from bad actors.
• Drive initiatives from ideation through launch — securing tech funding, writing BRDs, managing Web lab experiments, and owning post-launch iteration.
• Establish mechanisms to track and report on CS discretionary concessions, contributing to regular business review documents with data-driven narratives.
• Own customer and driver journey mapping across Hub, RSR, and 3P deliveries across ordering, fulfillment, delivery, and post-delivery touchpoints.
• Identify experience gaps across disparate products and develop strategies to close them.
• Define success metrics, establish baselines, and drive measurable improvements across adoption, sentiment, and quality metrics for usage of discretionary concessions.
• Improve reporting and attribution for discretionary concessions and Partner across upstream business stakeholders to reduce upstream defects.

A day in the life:

You'll obsess on ideal customer experience and preserving customer trust on a daily basis. You'll partner with product teams to influence their roadmaps based on customer pain points you've uncovered through journey mapping and research. You'll write BRDs for experience improvements, work with CS Tech to scope solutions, and manage Weblab experiments to validate your hypotheses and build ideal concession resolutions. You'll collaborate with your peers on the Product Experience team and present findings to CS leadership. You will evaluate long term value creation of our concession resolutions and strive to improve long term benefits over short term gains.

About the team:

The CXI Returns and Refunds team cultivates enduring customer trust by delivering delightful, seamless, and convenient customer service across every interaction. We own returns and refunds experience for customers via Customer Service and build tools and policies to delight our customers and preserve customer trust while driving long term value for Amazon. Our product is the connected experience itself — stitching together self-service, automation, and human handling into a singular offering. We are a team of product thinkers who measure what matters, eliminate root causes, and design for the whole journey, not individual touchpoints.