Principal Product Manager, Amazon Customer Service Data Intelligence
About the Role
Amazon Customer Service Data Intelligence is hiring a Principal Product Manager - Technical to own how we prove that the artificial intelligence serving our customers is safe, correct, and fair. This role focuses on building the data and intelligence foundation for Amazon Customer Service, ensuring that customer interactions are turned into a governed, trustworthy foundation for models and applications.
Responsibilities
- Own the product vision, strategy, and multi-year roadmap for security and privacy intelligence across Amazon Customer Service artificial intelligence systems.
- Define requirements for translating customer service policies into machine-verifiable logic, enabling automated decisions to be checked against policy before execution.
- Own the product roadmap for continuous adversarial testing of customer service agents, including pre-launch security posture scoring as a launch requirement.
- Define and operate a fairness verification and monitoring framework to ensure consistent outcomes across customer segments.
- Map product capabilities to regulatory obligations, ensuring compliance evidence is generated as a byproduct of operation.
- Chair the cross-organization governance forum to resolve policy conflicts, approve exceptions, and close the loop on detected issues.
- Partner with security engineering, applied science, legal, and agent-building teams to establish launch standards.
- Write documents to drive decisions at director and vice president levels, and define metrics to demonstrate the effectiveness of the safe path.
A Day in the Life
Your week is split into three main areas: depth work (collaborating with applied scientists and security engineers), decision-forcing (chairing governance forums), and writing (documenting roadmaps and strategies). You’ll also spend time addressing other teams’ problems to make the safe path the default choice.
About the Team
Customer Service Data Intelligence builds the foundational systems for capturing, governing, enriching, tracing, and safely consuming interaction data. Our teams span data and software engineering, applied science, analytics, and privacy/security. We aim to solve problems centrally and definitively, ensuring safe and effective use of customer data.
Qualifications
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Technical product management experience
- Experience owning and leading significant projects from concept to deployment
- Experience contributing to engineering discussions around technology decisions and strategy
Preferred Qualifications
- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement
- Programming experience with at least one software language, or experience with Machine Learning and Large Language Model fundamentals
- Experience within a customer service/contact center environment
- Experience building security, privacy, or compliance products
- Experience working with legal and regulatory stakeholders on data protection or AI regulation
Pay
USA, WA, Seattle - $179,900.00 - $243,400.00 USD annually. Final compensation includes sign-on payments, restricted stock units (RSUs), and is based on experience, qualifications, and location.
Amazon offers comprehensive benefits, including health insurance, 401(k) matching, paid time off, and parental leave. Learn more at https://amazon.jobs/en/benefits.
Amazon is an equal opportunity employer. If you need workplace accommodations, visit https://amazon.jobs/content/en/how-we-hire/accommodations.
Company - Amazon.com Services LLC