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 associate-facing products. This role is responsible for owning the associate empowerment charter to support associate-facing product roadmaps and strategy across multiple Tech teams. An ideal candidate will combine product management depth in customer service operations with a demonstrated ability to implement AI-driven automation and up-to-date project management tooling across distributed teams.
You will partner with Tech teams to define and design the end-to-end experience of associate and frontline leader-facing tools,



including AC3 and Inspire. You will evaluate and improve existing tooling and create new tech and AI driven solutions, consistently enhancing associate experiences and empowering our teams. You will work backward from associate pain points, design products, define product requirements, and partner with engineering, operations, and stakeholder teams to deliver solutions at scale. You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on the associate experience.
The ideal candidate combines strong product and program management capabilities, business acumen in operations and deep associate empathy. You are equally comfortable diving into data and anecdotes to identify opportunities, writing PRFAQs, vision docs and BRDs, and influencing without authority to align cross-functional teams on a shared vision. You thrive in ambiguity, are biased toward action,

📌 Senior Product Manager, Service Delivery Standard Work (Hyderabad)
🏢 Amazon
📍 Hyderabad