Sr. Manager, Product Manager- Technical , Amazon Customer Service

Strategic Customer Experience Leader

This role is responsible for customer experiences with major scope and strategic importance. It operates in contexts where the problem, opportunity, and strategy may not yet be defined. It requires significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders, set a vision, and design the right long-term solution. The role delivers with complete independence and intentionality, with considerable impact on long-term strategy, market segments, and organizational priorities and goals.

Key job responsibilities:

• Own a 3–5 year strategic roadmap, drive clarity in ambiguous spaces, and make high-stakes decisions using first-principles thinking when data is incomplete
• Develop deep customer expertise through direct engagement with senior decision-makers and lead research to identify breakthrough opportunities
• Evaluate technical proposals with sufficient depth to challenge trade-offs, foresee architectural consequences, and leverage AI to accelerate development and innovation
• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity — balancing compliance, accessibility, and localization constraints
• Drive strategic engineering discussions across multiple teams, shaping platform strategy and identifying failure modes before they manifest
• Influence without authority across engineering, design, science, finance, marketing, sales, legal, and operations — aligning stakeholders with different priorities
• Communicate at the executive level through written narratives, PR/FAQs, and presentations to Directors, VPs, and SVPs
• Own complex cross-org launches, making judgment calls on acceptable simplifications, driving adoption, and creating mechanisms for long-term success
• Define success metrics that distinguish output (adoption) from outcome (customer satisfaction, business impact), and design experimentation strategies to inform major investments
• Shape product architecture for agentic AI, identifying which AI capabilities become competitive necessities and evaluating second-order consequences on the product portfolio