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
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience in using analytical tools, such as
Tableau,
Qlikview, QuickSight
- Experience in building and driving adoption of new tools
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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, WA, Seattle - 151,200.00 - 204,600.00 USD annually