Do you enjoy solving complex problems with simple, customer-obsessed solutions? Would you like to shape the future of how Amazon's Digital and Device customers get help?
The CXP (Customer Experience Products) organization is seeking an experienced Senior Product Manager who thinks big about customer experience and is relentless about raising the bar. Our vision is bold: eliminate the need for customers to ever feel stuck when they use our products. We are building intelligent, proactive self-service experiences that anticipate customer needs before they even have to ask.
Key job responsibilities
As a Senior Product Manager on this team, you will:
- Start with the customer and work backwards: deeply understand their pain points, frustrations, and unmet needs to define a product vision that genuinely transforms their experience.
- Own an ambitious WW product roadmap that pushes boundaries on what self-service support can look like, not just for today but for the next 3-5 years.
- Set bold goals and then figure out how to deliver them: partner with engineering, science, UX, and operations to turn big ideas into shipped products at Amazon scale.
- Make crisp prioritization decisions grounded in data, balancing customer impact, technical feasibility, and speed to value.
- Drive alignment across cross-functional teams and senior leadership, influencing without authority and earning trust through clear thinking and customer advocacy.
- Define what success looks like for customers (not just metrics), measure relentlessly, and iterate until the experience is truly great.
- Stay ahead of the curve on AI, automation, and conversational technology, and challenge the team to think bigger about what is possible.
A day in the life
You will spend your time obsessing over WW customer problems that others have accepted as unsolvable. You will challenge assumptions, push past incremental thinking, and rally teams around a shared vision of what the experience should be and how should we deliver it fast. The problems are large, the pace is fast, and the customer impact is real: you will see your work reflected in how millions of people interact with Amazon every day.
About the team
The team owns products and services that help customers and tech-support associates resolve issues across Amazon Devices (Kindle, Echo, Fire TV) and Digital Subscriptions (Prime Membership, Groceries, Prime Video, Music, Alexa, and more). Our product portfolio includes on-device diagnostics, device troubleshooting, conversational AI for self-service help, and knowledge systems for content discoverability. We are not here to maintain the status quo: we are here to reinvent how customer support works.
- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits
USA, CA, Santa Clara - 152,200.00 - 206,000.00 USD annually
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.
Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.
You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.
