Description

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.
We are looking for a customer-obsessed Senior Product Manager, to fundamentally transform the Heavy & Bulky (H&B) customer experience worldwide. You will own the complete redefinition of end-to-end product strategy for Amazon's Worldwide H&B Customer Experience, spanning delivery through returns, defective items, and post-purchase resolution.

The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects create friction across multiple parts of the customer journey.
You will map the complete customer journey to surface systemic gaps, define product vision and multi-year roadmap, and write PRFAQs and detailed product requirements that drive alignment. You will partner with product and tech owners both within and outside CS to influence their roadmaps and drive this reduction.
You will work across multiple organizations and leadership to influence and achieve consensus on priorities. You will partner on product and technology solutions to drive high impact innovation that strengthens technical foundation through AI, and improvements that can transform the service experience we offer to our customers. You will create mechanisms that make defect elimination sustainable. This includes building dashboards and tools that show customer impact, designing processes that catch problems before they reach customers, and establishing metrics that keep everyone focused on goals. You will be regularly working at both tactical and strategic levels to deliver results.

Key job responsibilities
- You can handle significantly complex problems and efforts with the ability to see both visible and not-yet-visible risks across the end-to-end customer journey.
- You excel at taking complex technical problems and explaining them clearly to drive consensus among stakeholders across CS, Transportation, Fulfillment, and Product teams.
- You can work strategically to determine where resources are best applied while actively working to remove bottlenecks in product development and delivery.
- You create scalable mechanisms and best practices while effectively influencing and force multiplying across organizations.
- You have deep customer obsession and can translate that into measurable improvements in customer experience.


A day in the life
- Own end-to-end product strategy for Amazon's Worldwide H&B Customer Experience from delivery through returns and post-purchase resolution.
- Map the complete customer journey to surface systemic gaps and define product vision and multi-year roadmap to overhaul the H&B customer experience.
- Write PRFAQs and detailed product requirements that drive alignment and decision-making across diverse stakeholders.
- Establish data-driven approaches to surface customer pain points and drive upstream action across organizations.
- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
- Partner with engineering teams to define technical requirements and architecture, making build-versus-buy decisions for complex technical capabilities.
- Build product infrastructure that scales ahead of business growth, reducing cost-to-serve while improving customer experience.
- Design tools and workflows that enable associates to resolve H&B customer issues efficiently.
- Deliver measurable outcomes aligned with organizational goals, including contact reduction targets and customer satisfaction improvements.