Amazon UK Services Ltd.
Customer Service, Product Management, amazon customer service
Sr.ProductManager,AmazonCustomerService
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Product Manager, Amazon Customer Service at Amazon UK Services Ltd.. Skills: Product strategy, Roadmap definition, Customer experience, Complex problem solving. Transform Heavy & Bulky customer experience. Redefine end-to-end product strategy”
What You'll Achieve.
Reduce defects; Improve customer experience; Achieve consensus on priorities; Strengthen technical foundation; Transform service experience; Make defect elimination sustainable; Show customer impact; Keep everyone focused on goals; Deliver results; Reduce cost-to-serve; Improve customer experience; Deliver measurable outcomes; Achieve contact reduction targets; Improve customer satisfaction
Industry & Context.
Analyze customer friction data; Identify biggest opportunities; Dive deep into complex problems; Map customer journey; Surface systemic gaps; Root cause analysis; Complex problem analysis
What They're Looking For.
Must Have
Bachelor's degree or equivalent, Experience owning/driving roadmap strategy, Experience with end to end product delivery, Experience with feature delivery and tradeoffs, Experience as a product manager or owner, Experience with product cycles of 6+ months, Experience in product or program management, Experience in product marketing, Experience in business development, Experience in technology
Nice to Have
Experience influencing senior leadership, Experience working across functional teams, Experience with senior stakeholders
What You'll Do.
Transform Heavy & Bulky customer experience
Redefine end-to-end product strategy
Analyze customer friction data
Identify biggest opportunities
Build compelling cases for improvements
Dive deep into complex problems
Map complete customer journey
Surface systemic gaps
Define product vision
Define multi-year roadmap
Write detailed product requirements
Partner with product and tech owners
Drive reduction of defects
Work across multiple organizations
Achieve consensus on priorities
Partner on product and technology solutions
Drive high impact innovation
Strengthen technical foundation through AI
Transform service experience
Create sustainable defect elimination mechanisms
Build dashboards and tools
Design processes to catch problems
Deliver results at tactical levels
Deliver results at strategic levels
Explain complex technical problems
Determine where resources are best applied
Remove bottlenecks in product development
Remove bottlenecks in product delivery
Create scalable mechanisms
Create best practices
Influence across organizations
Force multiply across organizations
Translate customer obsession into improvements
Establish data-driven approaches
Drive upstream action across organizations
Influence senior leaders
Prioritize customer experience issues
Address customer experience issues
Define technical requirements
Make build-versus-buy decisions
Build product infrastructure
Design tools for associates
Design workflows for associates
Enable associates to resolve issues
Deliver measurable outcomes
Achieve contact reduction targets
Improve customer satisfaction
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Tech owners; Engineering teams; Functional teams; Senior stakeholders
Communication Scope
Explain complex problems; Communicate with stakeholders; Write PRFAQs; Write product requirements; High-quality communication
Process & Methodology
Roadmap strategy, Roadmap definition, Product delivery, Feature delivery, Product cycles
Full Job 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 cat
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