Sr. Manager, Product Management-Tech – Amazon – Toronto, ON

Amazon’s Customer Service division is on a mission to redefine how agents and AI work together — and they’re looking for a senior product leader to make it happen. Based in Toronto, Ontario, this Sr. Manager, Product Management-Tech role sits at the heart of one of Amazon’s most strategically important initiatives: rebuilding the associate-facing customer service platform for the AI era.

This isn’t a role about maintaining the status quo. You’ll be building something new — an AI-native agent experience that replaces fragmented, domain-specific workflows with a flexible, intelligent platform where human associates and AI collaborate to resolve customer issues faster and more consistently than ever before.

About the Role: Sr. Manager, Product Management-Tech

The Associate Experience team within Amazon Customer Service owns the product strategy, tooling, and AI systems that shape how customer service agents across the globe work. The platform you’ll be leading supports contacts across chat, email, phone, and messaging channels, spanning digital products, devices, subscriptions, and account-related contact types. Your mandate is to own the product strategy and execution for this platform across four high-volume, high-complexity contact domains — from problem definition and strategy all the way through to launch and continuous improvement.

This role demands strong cross-functional leadership. You’ll partner directly with customer-facing product teams, engineering, data science, applied sciences, UX, BI, and customer service operations. You’ll also represent your product portfolio in senior leadership reviews and planning cycles, authoring clear, data-backed product strategy documents and investment narratives. A key 2026 strategic initiative tied to a senior leadership commitment will require tight coordination and on-time delivery.

Benefits and Salary

The base salary range for this position is $182,100 to $304,100 CAD annually for Toronto, ON. As a total compensation company, Amazon’s package may also include sign-on payments and restricted stock units (RSUs). Final compensation is determined based on experience, qualifications, and location. Amazon offers a comprehensive benefits package including health insurance (medical, dental, vision, prescription, basic life and AD&D), a Registered Retirement Savings Plan (RRSP), a Deferred Profit Sharing Plan (DPSP), paid time off, and additional resources to support health and well-being.

Responsibilities

In this role, you’ll operate as both a strategic product leader and a hands-on builder. You’ll set the vision, shape the roadmap, grow a team of product managers, and drive execution on one of Amazon Customer Service’s most complex and visible platforms. The work spans product strategy, AI-native design, cross-functional coordination, and senior stakeholder engagement.

• Own product strategy and roadmap for the associate platform across digital products, devices, subscriptions, and account contact types — from initial problem framing through launch and iteration.
• Build an AI-native agent experience by designing and delivering resolution flows embedded in an AI-led UI that surfaces relevant customer context and recommends resolution paths in real time.
• Measure success through first contact resolution rates, handle time, and customer satisfaction metrics.
• Drive workflow simplification by eliminating specialized tooling and routing dependencies that require associates to be trained on narrow issue types.
• Build the team — hire and develop individual product managers for each domain, create clear ownership structures, establish product development processes, and lead a high-performing PM team.
• Partner cross-functionally with customer-facing product teams, engineering, data and applied sciences, BI, UX, and customer service operations on roadmap sequencing, launch planning, and adoption.
• Deliver a key 2026 strategic initiative tied to a senior leadership commitment, requiring tight cross-functional coordination and on-time delivery.
• Represent your portfolio in senior leadership reviews and planning cycles by authoring clear, data-backed product strategy documents and investment narratives.

Requirements / Skills

Amazon is looking for a product leader with a strong track record in technical product management and team development. The ideal candidate brings both strategic clarity and operational discipline — someone comfortable operating at the senior leadership level while also rolling up their sleeves on roadmap definition and execution. Experience in AI-driven product development or consumer software in high-growth environments is a strong asset.

• Bachelor’s degree is required.
• 6+ years of technical product or program management experience, demonstrating the ability to lead complex, multi-faceted product portfolios.
• Roadmap strategy and definition ownership — proven ability to drive clarity and direction in ambiguous, high-stakes environments.
• End-to-end product delivery experience, from problem definition through launch and continuous improvement.
• Feature delivery and tradeoff experience — comfortable making data-backed decisions on scope, sequencing, and prioritization.
• 3+ years of team management experience, building and developing product management teams.
• Experience delivering consumer software products and services in a high-growth environment (preferred).

How to Apply

To apply, visit the official Amazon job posting using the link below. Make sure your resume is up to date and reflects your relevant product management and team leadership experience before submitting.

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