About this role
We are seeking a Sr. Product Manager- Tech to lead the strategy and delivery of Amazon Customer Service's (CS) content tooling, the platform authors and content teams use to create, manage, govern, and publish content at scale. This role owns the tools that turn CS content from a manual, high-effort process into an AI-assisted, governed system that keeps pace with Amazon's growth. You will be the orchestration layer between content authors, product teams, technology organizations, and the operations teams who depend on accurate content, ensuring every tooling investment balances author productivity, content quality, and customer outcomes. This role requires a combination of technical depth, content-operations acumen, and strategic thinking. You will drive both the authoring experience (creation, editing, and AI-assisted content generation) and the underlying content platform (the Global Content Store, Knowledge Artifact transformation, validation, and metadata governance). Your products will be the mechanism that moves content from reactive, one-off authoring to a scalable system that produces accurate, complete, channel-ready information. Key job responsibilities - Tooling Strategy & Roadmap — Own the multi-year roadmap for CS content tools, define the capabilities that raise author productivity, and prioritize investments against measurable outcomes. - Authoring Experience — Partner with content developers and engineering to build the 1P authoring tool with native AI capabilities, inventing the optimal creation and editing experience for content authors across CS. - Governance & Quality — Establish tooling and standards for content completeness, freshness, validation, and quality, so content stays accurate and complete as volume grows. - Implementation & Execution — Develop delivery plans with clear ownership and milestones, drive cross-functional alignment across product, engineering, and operations, and build mechanisms to track progress and escalate risks. - Continuous Improvement — Instrument the tooling to measure author productivity (including the content change ratio), adoption, and content-quality impact; identify patterns to build reusable capabilities and evolve the roadmap based on what the data shows. About the team CS Service Design is the customer journey design authority across Amazon Customer Service, responsible for setting standards for all CS experiences and ensuring they contribute positively to Amazon's long-term growth. This leader partners with program owners across Amazon's diverse business portfolio—from WW Amazon Stores to Devices & Digital to emerging ventures—to assess business needs and drive customer-obsessed product excellence. The organization owns the end-to-end CS experience strategy spanning all customer use cases, manages the unified intake point for new program launches requiring CS support, and owns the content strategy to empower both self-service and associate experiences with accurate, comprehensive knowledge. Service Design also builds critical technical products including a scalable policy management system and surprise-and-delight customer engagement experiences, while leading the technical program management function that assesses initiative complexity and routes work across CS teams.