At Amazon, we're working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon CS’ frontline teams to deliver seamless, consistent, convenient, and delightful customer service to all our customers (including our consumers, businesses, and drivers) across every interaction.
We are looking for a Senior Product Manager to serve as the Service Delivery organization’s single threaded leader for CS Security. This role is responsible for owning the relationships with CS Security teams and the charter to empower associates whilst safeguarding customer data. You closely partner with CS Security in identifying and mitigating information security risks across all Customer Service systems, data, people, assets, and capabilities. The role consults and executes CS Security's strategy from the evolution of customer and agent authentication, creation and enforcement of security policy,



to development of multi-layer security from servers to devices.
- An ideal candidate will combine product management depth in customer service operations or security with a demonstrated ability to implement AI-driven automation and contemporary project management tooling across distributed teams.
- You will partner with CS Security and Tech teams to define and design the end-to-end experience of associate and frontline leaders when security guardrails are applied. You will evaluate and improve existing tooling and processes and support the creation of new tech and AI driven solutions, consistently enhancing associate experiences and empowering our teams. You will work backward from security risks and associate pain points to design solutions and processes and define product requirements. Partnering with CS Security, engineering, operations, and stakeholder teams you will deliver solutions at scale. You will balance short-term tactical improvements

📌 Program Manager III, Service Delivery Standard Work (Hyderabad)
🏢 Amazon
📍 Hyderabad