Principal Product Manager, Technical Product Strategy & Operations, Amazon Customer Service

Description

We are seeking a Principal Product Manager, Technical Product Strategy & Operations to serve as the chief of staff for Data & Context Intelligence—driving the technical product strategy and operations that enable our organization to deliver AI-native solutions with measurable business and customer impact.

This is a visible role working closely with senior leaders to align product strategy, operational priorities, and cross-functional execution. You will partner with leadership to ensure the organization operates with clarity, speed, and accountability—connecting vision to delivery across a large, distributed team.

You will join the Data Intelligence team, a new function within Amazon Customer Service—a global organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers advancing AI capabilities. We build data solutions and contextual intelligence using Agentic AI, Generative AI, Natural Language Processing, Ontology, Reinforcement Learning, Knowledge Graphs, Model Context Protocol, and Multi-Agent Architectures. We move with urgency, build for the long term, and focus on getting the customer experience right—because our work succeeds only when it improves outcomes for customers.

Key job responsibilities
- Drive Technical Product Strategy and Operations: Own the operating cadence for the organization—coordinating strategic planning, goal-setting, business reviews, and operational processes that keep the team aligned and moving at pace. Translate organizational strategy into clear execution plans with measurable milestones.
- Serve as Chief of Staff to Senior Leadership: Act as a trusted advisor to senior leadership—pulling together inputs across product, science, engineering, and business teams to frame decisions, drive alignment, and move the most critical priorities forward. Represent leadership in cross-organizational forums and ensure follow-through on commitments.
- Define and Align the Product Portfolio Strategy: Work with product, science, and engineering leaders to define and maintain a clear product portfolio strategy and roadmap. Identify strategic gaps, resolve competing priorities, and ensure the portfolio is focused on customer impact, technical leverage, and business outcomes.
- Orchestrate Cross-Functional Execution: Drive alignment across product management, engineering, applied science, analytics, data science, and technical program management. Break down silos, remove blockers, and create processes that enable faster, higher-quality delivery across teams.
- Build and Scale Operational Excellence: Design and implement the operational frameworks, reporting structures, and governance processes that help the organization scale. Establish regular business review cycles—weekly, monthly, and quarterly—that surface insights, drive accountability, and inform decisions.
- Make Sound Strategic and Product Decisions: Make critical calls on resource allocation, product investment priorities, and organizational trade-offs—balancing long-term strategy with near-term delivery. Identify which decisions are reversible and which are not, and ensure the right trade-offs across speed, quality, and impact.
- Shape the Organizational Strategy and Narrative: Write the strategic narratives, vision documents, and executive communications that define the organization's direction and build alignment across Amazon Customer Service and cross-functional partners. Own the preparation of leadership-level documents including annual operating plans, strategic proposals, and product vision documents.
- Support Organizational Health and Talent Strategy: Partner with senior leadership to strengthen organizational health—supporting talent development, succession planning, and team structure decisions. Help ensure the right people are in the right roles with clear charters and accountability.


A day in the life
You will be the strategic and operational backbone of the organization. No two days look the same, but every day is about helping the team move faster and deliver better customer outcomes. You might start the morning reviewing organizational metrics, operational health, and escalations to set the leadership agenda. By midday, you're running a product portfolio review—working through trade-offs across priorities and driving decisions on where to invest. By afternoon, you're preparing a strategic narrative for a VP-level review, unblocking a cross-team dependency, or standing up a new process to close a gap. You will work across the full scope of the business—from AI product strategy to organizational design to executive communications—helping the Data Intelligence organization deliver on its mission to improve customer experiences through AI.
This role needs a leader who is comfortable with ambiguity, operates with good judgment, and stays focused on outcomes that matter.


About the team
The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.

We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agentic AI Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and prioritize getting customer experience right, because our work is only successful when it meaningfully improves outcomes for customers.

Basic Qualifications

- Bachelor's degree or above in computer science, computer engineering, or related field
- Experience working directly with senior executives and leadership teams
- 5 years of product or program management, product marketing, business development, or operations experience
- 5 years of working cross functionally with tech teams experience
- 10 years of combined product, operational, and strategic leadership experience

Preferred Qualifications

- Experience in AI, machine learning, or data-driven product organizations, including familiarity with Generative AI, Agentic AI, Natural Language Processing, or Knowledge Graphs
- Experience owning organizational operating rhythms including strategic planning, business reviews, and portfolio governance
- Experience writing executive-level narratives, strategic documents, and communications for VP audiences
- Experience driving organizational change and scaling teams in fast-moving, ambiguous environments
- Knowledge of software engineering practices and product development approaches in AI-native organizations

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.