Sr. Product Manager, Amazon Customer Service

Amazon strives to be Earth's most customer-centric company, and nowhere is that commitment tested more than at the intersection of customer trust, fraud prevention, and seamless service.

Amazon Customer Service is seeking an experienced Product Manager within our Concessions Product Management team. This role owns the product vision and roadmap for Amazon's global concessions policy framework, a critical system that governs concessions decisions across all Customer Service channels worldwide.

The solutions that you build will enable Amazon to maintain customer trust while protecting the business. You will create product solutions that empower policy teams to balance exceptional customer experiences and long-term business sustainability. Your work will provide the products and capabilities that shape how millions of customers perceive Amazon's commitment to making things right when issues arise.

The ideal candidate will drive product innovation, optimize policy frameworks, and deliver scalable solutions that enhance customer trust while maintaining business integrity. You will work cross-functionally with engineering, operations, finance, legal, and business teams to define product requirements, prioritize features, and ensure successful delivery of high-impact initiatives.

This is a high-visibility role requiring strong product management skills, strategic thinking, and the ability to influence stakeholders at all levels. You will be responsible for the end-to-end product lifecycle, from ideation through launch and ongoing optimization.

Key job responsibilities

• Define and communicate the product vision, strategy, and multi-year roadmap for Amazon's concessions policy management systems
• Author and present senior leadership artifacts including PRFAQs and executive level planning documents, and decision narratives, regularly surfacing key tradeoffs and progress.
• Own the product backlog and prioritize features based on customer impact, trust-building potential, business value, and technical feasibility
• Identify opportunities to improve policy effectiveness, reduce defects, and enhance customer experience through data-driven insights
• Drive initiatives to reduce policy complexity and improve operational efficiency while enhancing the customer experience
• Develop and implement solutions that address the needs of customers who contact Amazon CS that reduce operational overheads and improves consistency of our resolutions
• Build strong partnerships with engineering, operations, finance, legal, tax, and business teams to drive customer-centric policy decisions