Principal Product Manager Service Improvements, Amazon Customer Service

Key job responsibilities

Strategic Ownership & Vision

• Own the end-to-end product strategy, roadmap, and vision for your program area, connecting day-to-day execution to long-term organizational objectives.
• Lead strategic planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources.
• Translate customer insights, data signals, and business requirements into actionable product improvements and scalable solutions.

Roadmap Planning & Execution

• Own the product backlog and prioritization, making feature trade-offs to deliver maximum value.
• Drive a consistent cadence of releases, delivering innovation in features, usability, and product performance.
• Ensure consistent execution of product lifecycle processes from concept through launch.

Data-Driven Decision Making & Metrics

• Define, own, and continuously improve the metrics that measure customer experience, operational performance, and business outcomes.
• Build and maintain dashboards, scorecards, and reports that give leadership clear visibility into progress, surfacing risks and opportunities early.
• Apply analytical rigor to frame trade-offs and enable leaders to make well-informed decisions.

Operational Excellence & Process Improvement

• Drive process improvement, standardization, and automation, reducing operational costs without compromising quality.
• Identify and close operational gaps—whether a missing process, a broken hand-off, or a reporting blind spot.
• Build scalable solutions that reduce friction, improve consistency, and enable the organization to grow efficiently.

Executive Communication & Business Reviews

• Author and present senior leadership artifacts including PRFAQs, strategy narratives, and executive-level planning documents.
• Design and run the operational cadence for the organization—including weekly, monthly, and quarterly business reviews—framing key topics, ensuring clear follow-ups, and driving accountability.

Basic Qualifications

• 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 feature delivery and tradeoffs of a product

Preferred Qualifications

• Experience owning technology products
• MBA
• Experience developing, deploying and managing AI products at scale
• Experience overseeing roadmap strategy and definition throughout the product life cycle from concept to end of lifecycle