Sr. Product Manager - Tech, Amazon Customer Service

Description
Amazon's mission is to be Earth's most customer-centric company, and our award-winning Customer Service (CS) team is an essential part of that mission. Our Associate Experience organization powers customer service by developing elegant customer and Customer Service Associate (CSA)-facing products globally.

We are looking for a Senior Product Manager – Technical to own the product and technical strategy for an AI-powered quality evaluation platform. This system uses large language models to automatically assess customer service quality and improvement opportunities — giving us visibility into what's working and what isn't across millions of conversations.

You will define the technical product vision for evaluating service quality at scale — making architectural, data, and model decisions that determine how accurate, fast, and extensible the platform becomes. You'll own the roadmap from expanding coverage across languages, channels, and marketplaces, to d...