Sr. Product Manager, Amazon Customer Service

Job description

Amazon Customer Service (CS) is a large and global 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, each and every time. We are looking for a customer-obsessed Senior Product Manager, to fundamentally transform the Heavy Bulky (H B) customer experience worldwide. You will own the complete redefinition of end-to-end product strategy for Amazon's Worldwide H B Customer Experience, 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 friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey. You will map the complete customer journey to surface systemic gaps, define product vision and multi-year roadmap, and write PRFAQs and detailed product requirements that drive alignment.…