Sr. Product Manager - Tech, Amazon Customer Service
Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service (CS) team is an essential part of that mission. Our Associate Experience organization powers customer service by developing elegant customer and Customer Service Associate (CSA)-facing products globally.
We are looking for a Senior Product Manager – Technical to own the product and technical strategy for an AI-powered quality evaluation platform. This system uses large language models to automatically assess customer service quality and improvement opportunities — giving us visibility into what's working and what isn't across millions of conversations.
You will define the technical product vision for evaluating service quality at scale — making architectural, data, and model decisions that determine how accurate, fast, and extensible the platform becomes. You'll own the roadmap from expanding coverage across languages, channels, and marketplaces, to designing how quality signals flow into products that help associates improve and catch service failures before customers are impacted again.
A strong candidate thrives at the intersection of applied AI and customer-facing product strategy, can translate ambiguous strategic goals into coherent technical product decisions, and ships iteratively without losing sight of where the platform needs to go. If you're energized by turning AI capabilities into products that make customer service measurably better — every day, at global scale — we'd love to talk.
Key job responsibilities
- Own the end-to-end quality assessment solution, driving quality measurement, product roadmap, and continuous improvement
- Manage escalations and backlog prioritization, ensuring the most impactful improvements are delivered efficiently
- Partner with engineering, science, and operations teams to deliver seamless feature integrations that enhance — rather than disrupt — the associate experience
- Advocate for your workstream in cross-functional forums, ensuring product delivery matches long term org vision
- Balance short-term operational needs with long-term strategic goals, positioning your workstream for scale and future innovation
We are looking for a Senior Product Manager – Technical to own the product and technical strategy for an AI-powered quality evaluation platform. This system uses large language models to automatically assess customer service quality and improvement opportunities — giving us visibility into what's working and what isn't across millions of conversations.
You will define the technical product vision for evaluating service quality at scale — making architectural, data, and model decisions that determine how accurate, fast, and extensible the platform becomes. You'll own the roadmap from expanding coverage across languages, channels, and marketplaces, to designing how quality signals flow into products that help associates improve and catch service failures before customers are impacted again.
A strong candidate thrives at the intersection of applied AI and customer-facing product strategy, can translate ambiguous strategic goals into coherent technical product decisions, and ships iteratively without losing sight of where the platform needs to go. If you're energized by turning AI capabilities into products that make customer service measurably better — every day, at global scale — we'd love to talk.
Key job responsibilities
- Own the end-to-end quality assessment solution, driving quality measurement, product roadmap, and continuous improvement
- Manage escalations and backlog prioritization, ensuring the most impactful improvements are delivered efficiently
- Partner with engineering, science, and operations teams to deliver seamless feature integrations that enhance — rather than disrupt — the associate experience
- Advocate for your workstream in cross-functional forums, ensuring product delivery matches long term org vision
- Balance short-term operational needs with long-term strategic goals, positioning your workstream for scale and future innovation