Senior Product Manager, Service Delivery Standard Work

About the job

At Amazon, we're working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon CS’ frontline teams to deliver seamless, consistent, convenient, and delightful customer service to all our customers (including our consumers, businesses, and drivers) across every interaction. We are looking for a Senior Product Manager to serve as the Service Delivery organization’s single threaded leader for associate-facing products. This role is responsible for owning the associate empowerment charter to support associate-facing product roadmaps and strategy across multiple Tech teams. An ideal candidate will combine product management depth in customer service operations with a demonstrated ability to implement AI-driven automation and modern project management tooling across distributed teams. You will partner with Tech teams to define and design the end-to-end experience of associate and frontline leader-facing tools, including AC3 and Inspire. You will evaluate and improve existing tooling and create new tech and AI driven solutions, consistently enhancing associate experiences and empowering our teams. You will work backward from associate pain points, design products, define product requirements, and partner with engineering, operations, and stakeholder teams to deliver solutions at scale. You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on the associate experience. The ideal candidate combines strong product and program management capabilities, business acumen in operations and deep associate empathy. You are equally comfortable diving into data and anecdotes to identify opportunities, writing PRFAQs, vision docs and BRDs, and influencing without authority to align cross-functional teams on a shared vision. You thrive in ambiguity, are biased toward action, and have a track record of delivering products that meet their customers’ needs. Disrupting the status quo by challenging mental models, organizational focus, and technology will be part of your day to day.

This role can be located in Hyderabad.

Key job responsibilities - Own the end-to-end product strategy and associate empowerment products charter for Service Delivery, including associate and frontline leadership facing products - Lead strategic planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources. - Write product requirements (PRFAQs, vision docs, BRDs, user stories) working backward from customer needs for both new launches and existing experience improvements. - Collaborate with Tech to influence strategy, drive prioritization, create operational plans, roadmaps and vision docs - Own iterative frameworks for user acceptance testing and incubation management. Define and own success metrics and KPIs; use data to measure launch success and ongoing experience health, informing roadmap prioritization - Own framework and mechanism on AC3 bug/issue management & resolution - Translate associate and frontline leadership insights, data signals, and business requirements into actionable product improvements and scalable solutions. - Partner with Tech, UX design, data science, and operations teams to deliver product features from concept through launch and iteration. Create frameworks to help Tech stakeholders raise the bar on the associate experience. - Influence and align senior leadership and cross-functional stakeholders on product direction through compelling narratives and data-driven recommendations - Apply analytical rigor to frame trade-offs and enable leaders to make well-informed decisions.

Basic qualifications - 7+ years of product or program management, product marketing, business development or technology experience - Bachelor's degree - Experience owning/driving roadmap strategy and definition - Experience with end to end product delivery - Experience with feature delivery and tradeoffs of a product

Preferred qualifications - Experience relying on analytics and data to cultivate deep customer empathy, shape product decisions and track effectiveness of change - Experience working with a cross-functional team across design, operations, and engineering team to meet high-reaching goals - Experience owning technology products

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