Customer Service Associates perform at their best when they have the right information, guidance, and support at the right moment. Our Associate Experience organization is building the next generation Associate Workspace—a unified experience where associates start their day, receive personalized guidance, stay informed, collaborate with their teams, and continuously improve while serving customers.
We are seeking a Sr. Product Manager Technical to define the future of the Associate Workspace across Customer Service.
You will own the product strategy for performance management, associate communications, notifications, recognition, daily priorities, and future workforce engagement experiences. Working closely with Engineering, UX, Applied Science, Business Intelligence, and Operations, you will transform fragmented tools and manual workflows into a unified workspace that helps associates stay informed, engaged, and productive throughout the workday.
This role offers a unique opportunity to define how hundreds of thousands of Customer Service Associates interact with Amazon’s internal systems every day while shaping the future of human-AI collaboration in frontline operations.
Key job responsibilities
> Own the product strategy and roadmap for performance management and the Associate Workspace.
> Build intelligent performance guidance, notifications, communications, recognition, and personalized daily experiences.
> Define the long-term vision for associate communications and in-workflow engagement.
> Partner closely with Engineering, UX, Applied Science, Business Intelligence, and Operations to deliver a unified associate workspace.
> Drive product strategy, experimentation, and end-to-end product execution.
- Bachelor's degree
- 5+ years of technical product or program management experience
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience in building and driving adoption of new tools
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience building enterprise software, productivity platforms, workflow applications, or AI-enabled products.
- Experience developing customer or employee-facing software at scale.
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