Senior Product Manager, Customer Experience Products - Amazon Customer Service

Do you enjoy solving complex problems with simple, customer-obsessed solutions? Would you like to shape the future of how Amazon's Digital and Device customers get help? The CXP (Customer Experience Products) organization is seeking an experienced Senior Product Manager who thinks big about customer experience and is relentless about raising the bar. Our vision is bold: eliminate the need for customers to ever feel stuck when they use our products. We are building intelligent, proactive self-service experiences that anticipate customer needs before they even have to ask. Key job responsibilities As a Senior Product Manager on this team, you will: - Start with the customer and work backwards: deeply understand their pain points, frustrations, and unmet needs to define a product vision that genuinely transforms their experience. - Own an ambitious WW product roadmap that pushes boundaries on what self-service support can look like, not just for today but for the next 3-5 years. - Set bold goals and then figure out how to deliver them: partner with engineering, science, UX, and operations to turn big ideas into shipped products at Amazon scale. - Make crisp prioritization decisions grounded in data, balancing customer impact, technical feasibility, and speed to value. - Drive alignment across cross-functional teams and senior leadership, influencing without authority and earning trust through clear thinking and customer advocacy. - Define what success looks like for customers (not just metrics), measure relentlessly, and iterate until the experience is truly great. - Stay ahead of the curve on AI, automation, and conversational technology, and challenge the team to think bigger about what is possible. A day in the life You will spend your time obsessing over WW customer problems that others have accepted as unsolvable. You will challenge assumptions, push past incremental thinking, and rally teams around a shared vision of what the experience should be and how should we deliver it fast. The problems are large, the pace is fast, and the customer impact is real: you will see your work reflected in how millions of people interact with Amazon every day. About the team The team owns products and services that help customers and tech-support associates resolve issues across Amazon Devices (Kindle, Echo, Fire TV) and Digital Subscriptions (Prime Membership, Groceries, Prime Video, Music, Alexa, and more). Our product portfolio includes on-device diagnostics, device troubleshooting, conversational AI for self-service help, and knowledge systems for content discoverability. We are not here to maintain the status quo: we are here to reinvent how customer support works.