Amazon Business is one of Amazon’s fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Amazon Customer Service (CS), we make their experience delightful. We identify and drive business-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We’re making history and the good news is that we’ve only just begun.

The CS Business team is responsible for supporting individual professionals, businesses and institutions that buy products in small quantities or bulk to run their business smoothly. We are looking for a Sr Product Manager - Technical to join the Technology Experience team within CS Business. We’re building the solutions that will enable customers to get the help they need, in a delightful automated way, across text and voice channels. You will be responsible for driving the vision and roadmap for self-service and automation capabilities, including Artificial Intelligence (AI) with Large Language Models (LLMs) to revolutionize how customers interact with Amazon when they need support.

As a Senior Product Manager Tech (PMT), you use the Amazon Working Backwards product development approach, and launch features and workflows to the public domain. You are fluent in the technical systems and services that support the product experience and contribute towards building a long-term scalable architecture. This role requires a high level of judgment and influence, working cross functionally with technical, financial, and customer facing leaders (including sales, operations, user experience design, software engineering, finance, marketing, risk and data science).

Key job responsibilities
- Define and drive the multi-year vision for the product portfolio.
- Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
- Measure and analyze existing products for opportunities to innovate and improve, providing additional benefits to customers.
- Deliver innovative workflow solutions and customer experiences leveraging LLM technologies, focusing on practical applications and user-centric implementations.
- Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.
- Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
- Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.
- Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
- Influence senior leaders across Customer Service and communicate Amazon AI’s vision, strategy, goals, status, and customer impact.