Amazon's Customer Service (CS) Technology organization is seeking a Senior Product Manager – Technical to lead a vital channel and workstream within our associate-facing product suite. This role focuses on enhancing operational excellence while driving the evolution towards next-generation associate experiences. You will be instrumental in managing escalations, prioritizing the backlog, and integrating new features seamlessly to optimize the associate workflow.

This is an opportunity to thrive in a dynamic, collaborative environment, demonstrating end-to-end ownership and a proven ability to deliver impactful results. The ideal candidate will possess a strong track record of driving improvements for both associate and customer experiences.

Take full ownership of the associate experience for your assigned area, ensuring high quality, reliability, and continuous improvement.

Effectively manage escalations and prioritize the product backlog to deliver the most impactful enhancements efficiently.

Collaborate with engineering, design, and operations teams to integrate new features without disrupting the associate workflow.

Champion your workstream in cross-functional discussions, ensuring platform capabilities accommodate specific channel requirements.

Align short-term operational needs with long-term strategic objectives to position your workstream for scalability and future innovation.

Possess a Bachelor's degree and experience in owning and driving product roadmap strategy and definition.

Demonstrated experience in feature delivery, understanding product trade-offs, and contributing to engineering discussions on technology decisions.

Proven ability to manage technical products or online services, and effectively represent diverse customer and stakeholder needs during executive-level planning.

Experience in driving adoption of new tools, managing platform migrations, or modernizing workflows is highly desirable.