Sr. Product Manager-Tech, 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 Senior Product Manager-Tech 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.

You will build solutions that enable Amazon to maintain customer trust while protecting the business. You will drive the technical strategy to create product solutions that empower policy teams to balance exceptional customer experiences with long-term business sustainability. Your work will 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 lead technical architecture decisions, evaluate technology choices, and define the right technical approach for each solution. You will work cross-functionally with engineering, operations, finance, legal, and business teams to define product requirements, assess technical trade-offs, and prioritize features. You will drive key technical discussions with engineering teams, evaluate build-versus-buy decisions, and ensure successful delivery of high-impact initiatives.

This high-visibility role requires strong product management skills, deep technical acumen, strategic thinking, and the ability to influence stakeholders at all levels. You will own the end-to-end product lifecycle, from ideation through launch and ongoing optimization. You will evaluate technology choices, guide technical implementation decisions, and ensure solutions are built on the right technical foundation to support scalable policy management at Amazon's scale.

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
• Understand system architecture, data flows, and technical dependencies of policy management platforms