Principal Product Manager- Tech , Amazon Customer Service

Description

Interested in building new AI-native Customer Experiences (CXs) and technology solutions that power millions of Amazon customers globally? Join the Customer Facing Solutions (CFS) Tech team within Amazon's Customer Service (CS) organization, which builds self-service automation and agentic AI capabilities, and uses human-centric design approaches to transform the CX for addressing CS-related issues. Our team owns the CX for CS Homepage, CS Chatbot, CS Search/Help, CS on Rufus AI shopping Assistant (now Alexa for Shopping), and emerging areas, such as CS on WhatsApp/3P, and Amazon Now (30-min delivery).

We care deeply about delivering a Best-in-class Customer Experience (CX) throughout a shopping journey -- including when customers face issues with their purchases / delivery, have questions related to their returns / payments, or a variety of other Customer Service topics.

We are seeking a Principal Product Manager - Tech to own the overall vision and roadmap for an SVP-visible initiative that involves building an interactive, AI-native Customer Service destination that knows what a customer needs and takes care of it. This destination will be the front door for every CS journey across Amazon, reachable from anywhere, serving every vertical. It's a strategic bet that the reach and breadth of this platform is as important as the resolution quality within it. This leader will also play an active leadership role in identifying key components of the roadmap to drive themselves vs. guiding other product managers to execute as one team.

The role is more than driving a set of CX features - you will make platform-level decisions that teams across CS rely on, and you will be looked upon as a thought leader to drive technology architecture changes. You will have a significant influence in the future direction of systems that powers key CXs (e.g., Customer Intelligence, Memory, etc.), and drive the 0-to-1 product vision for emerging areas / use cases that you will pioneer, including deeper and more robust agentic AI integration, personalization that deepens over time - balancing AI and automated capabilities with customer trust and reliability.

You will be a key Product leader in the CS org with regular interaction with senior leadership and will broad stakeholder visibility. You will join a high-performing Product team with a dedicated engineering org that you will work with to execute on your roadmap. You also get to work closely with Applied Science, User Experience, Finance, Business Intelligence teams.

Key job responsibilities
- Own the product vision, strategy, and multi-year roadmap for an SVP-visible initiative to build an AI-native CX destination for CS.
- Define requirements / success metrics, design sophisticated experimentation strategies, and establish measurement frameworks adopted across organizations
- Advocate on behalf of customers in strategy discussions and lead our product thinking to shape the direction of key AI-powered tech primitives such as Customer Intelligence, Memory, Context preservation, and others.
- Author high-quality strategy documents (e.g., PRFAQs) that you present to senior CS leaders, up to SVP-level. Drive alignment across multiple VP organizations, and influence without authority across engineering, design, marketing, and operations
- Drive Customer Experience Excellence and champion exceptional UX grounded in design principles, partner with design teams, and establish experience standards for other teams that work on our products
- Develop and execute rigorous product evaluation frameworks (evals) to measure LLM and AI feature accuracy, latency, and user experience, translating quantitative metrics into actionable product improvements and roadmap priorities.
- Handle multi-org launches, drive sustained adoption across large customer bases, and own critical customer/executive engagement
- Actively recruit PM talent, mentor others, and shape the broader PM community through coaching and best practice sharing

Basic Qualifications

- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience technical product management

Preferred Qualifications

- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.