Overview As Sr Product Manager, you will own the long-term vision and roadmap for Alexa Customer Service, spanning devices, digital services, and third-party integrations. You'll translate customer pain points into strategic initiatives and work across product, engineering, design, and operations to deliver measurable outcomes. You'll shape CX through data-driven decisions, cross-functional leadership, and bold investments in technology, including AI capabilities. This role offers impact at scale by improving service quality and loyalty across millions of Alexa users.
Compensation / Benefits- health insurance (medical, dental, vision)
- 401(k) matching
- paid time off
- parentral leave
- RSUs and sign-on payments
- EAP and mental health support
Responsibilities- Own the 3-5 year vision, strategy, and roadmap for Alexa Customer Service across hardware, digital services, and third-party integrations
- Create clarity where strategy is undefined and build frameworks for cross-team action
- Partner with design on prototypes and validate customer perspectives to guide CX decisions
- Evaluate engineering proposals, understand architecture choices, and bring performance and scale considerations early
- Identify technology shifts and lead multi-year investments, exploring AI and agentic capabilities
- Influence without authority across CS and VP-level stakeholders, align on goals, and drive executive engagement
- Serve as the CS Voice of the Customer in design, ideation, and launch readiness, advocating for customer feedback drivers
- Present investment narratives to Directors/VPs, balance long-term vision with near-term execution
- Define investment areas within planning cycles and establish measurement frameworks adopted by teams
Key requirements- 5+ years in product, program management, product marketing, business development, or technology
- Experience influencing senior leadership with data-driven insights
- Experience owning and driving roadmap strategy and definition
- Experience delivering features and evaluating tradeoffs
- Bachelor's degree or equivalent
- Experience working across functional teams and with senior stakeholders
- strategic thinking
- influencing without authority
- cross-functional collaboration
- ability to evaluate engineering proposals and tradeoffs
- experience with technology investments and ROI assessments
- familiarity with AI or agentic capabilities and their application to product development
