New offer - be the first one to apply!
July 16, 2025
Senior • On-site
$160,300 - $265,000/yr
Austin, TX , +1
This role is the global leader of customer service for Amazon Music, within Digital Devices and Alexa Support (D2AS) the Amazon Customer Service unit that supports Amazon's device, services, media and entertainment businesses. Leading a small, but impactful customer experience and support team, this leader has single-threaded responsibility for the customer support experience, performance of customer services, and eliminating the defects that cause Amazon's Music customers to need support. This role connects Amazon Customer Service and Amazon Music - Amazon's multi-national music streaming and audio business.
Key job responsibilities
- Partner with other D2AS and Amazon CS teams to ensure the effective and efficient delivery of support to Amazon Music customers as needed.
- Use VOC data and analytics to identify defects that require Music customers to use Amazon Customer Service.
- Be the customer service partner for Amazon Music working with multiple Directors and their teams to partner on support goals and objectives that provide better support for customers or eliminate their need for support entirely.
- Deliver D2AS and Amazon Customer Service objectives and goals to be the most trusted provider of device and digital customer services.
A day in the life
Never the same as yesterday or tomorrow, these are all actual examples from a day in the life of a product category leader (STL) in D2AS. A single day in this role could see you checking in on Amazon's customer service performance, working on a proposal document for a new customer service initiative, or collaborating with colleagues to address opportunities to improve Amazon Music customer's product and support experiences.
You could be working with your team and D2AS colleagues to respond to enquires from Amazon's CEO or S-Team leaders, root cause a customer issue based on VOC, or working out how to scale a pilot customer service program.
- 12+ years of product or program management, product marketing, business development or technology experience
- 6+ years of team management experience
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience engaging and influencing senior executives
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $160,300/year in our lowest geographic market up to $265,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.