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Principal Product Manager, Amazon Customer Service

Amazon · Seattle, WA · 3 days ago
Project ManagementFull-time

About the role

The Data Intelligence team is a new function within Amazon Customer Service — a global, cross-functional organization 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.

Responsibilities

  • Own and drive the Rhythm of Business (RoB) for the Data Intelligence organization, including OP1/OP2 planning, Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and goal tracking mechanisms
  • Drive stakeholder alignment across multiple director-led organizations, harmonizing discordant priorities and building consensus on strategic direction
  • Design, implement, and continuously improve operating mechanisms that connect strategy to execution across the organization
  • Author and deliver strategic narratives (6-pagers, PR/FAQs, planning documents) for senior leadership audiences up to VP level
  • Lead cross-organizational strategic initiatives from problem definition through execution, removing bottlenecks and mitigating risks proactively
  • Own organizational goal-setting frameworks, ensuring goals cascade effectively and progress is visible to leadership
  • Identify and prioritize significantly complex problems, decomposing them into actionable workstreams with clear owners and timelines
  • Create scalable mechanisms and best practices that force multiply the effectiveness of the Data Intelligence leadership team
  • Serve as a trusted advisor to Data Intelligence leadership, providing high-judgment counsel on organizational priorities and trade-offs
  • Develop future leaders through active mentorship and participation in the recruitment process

Requirements

10+ years of product or program management, product marketing, business development or technology experience
10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement 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

Qualifications

Experience owning technology products
Experience as a product manager or owner

Skills

Experience owning technology products
Experience as a product manager or owner

Benefits

Amazon 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.

Pay

Base salary range for this position is $161,900.00 - $219,000.00 USD annually

Schedule

Full-time

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