AI Principal Product Manager - Technical, Amazon Customer Service

About the role

Ready to shape the trajectory of applied AI and build breakthrough solutions that redefine what's possible for customers? We are seeking an experienced AI Product Manager – Technical to own the end‑to‑end lifecycle of large‑scale AI products that transform how millions of customers experience Amazon. This role combines deep technical acumen with business strategy to drive products that don’t just meet requirements, they redefine what’s possible in customer service and experience at global scale.

Responsibilities

• Own the complete product lifecycle: define and communicate strategic vision and long‑term roadmaps, drive cross‑functional teams toward successful execution, and maintain accountability for customer outcomes and product reliability.
• Develop product strategy and communications: craft clear, differentiated value propositions tailored for diverse audiences, including leadership.
• Navigate ambiguity and drive invention: identify where invention is needed, take smart risks, distinguish between one‑way and two‑way doors, and ensure gaps and opportunities across regions, architectures, and business organizations are addressed.
• Build consensus across functions: partner effectively with design, engineering, science, and other leaders to align roadmap priorities and influence cross‑functional strategies.
• Develop and mentor technical product leaders: contribute to talent acquisition, participate in hiring and interview processes, and support the career development of other product managers.

Typical day

A typical day combines strategic vision with hands‑on problem‑solving across machine learning, generative AI, natural language processing, agentic AI, multi‑agentic AI architectures, and advanced data science. You will own complex product initiatives, ensure alignment with customer needs and business objectives, and translate requirements into practical AI‑driven solutions. Daily activities include reviewing customer feedback and performance data, identifying product opportunities and risks, and operating like a startup leader while collaborating with applied scientists, data engineers, software engineers, and business leaders.

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 the customer experience right.

Basic qualifications

• Bachelor’s degree
• 7+ years of end‑to‑end product delivery experience
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and trade‑offs of a product

Preferred qualifications

• Experience working directly with engineers on product enhancements
• Experience in project management methodologies, business analysis, or process improvement
• Experience leading engineering discussions around technology decisions and strategy related to a product
• Strong leadership ability to prioritize, communicate clearly, and influence across cross‑functional teams

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription)
• Basic Life & AD&D insurance with optional supplemental life plans
• Employee Assistance Program, mental health support, and medical advice line
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave

Pay

Base salary range: $179,900 – $243,400 USD annually (Seattle, WA). The total compensation package includes sign‑on payments and restricted stock units (RSUs). Final compensation is determined based on experience, qualifications, and location.