Principal Product Manager - Tech, Amazon Customer Service

Key job responsibilities

• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity — partnering with design on prototypes, balancing constraints (compliance, localization, accessibility), and establishing CX standards adopted across teams.
• Own a 3–5 year strategic roadmap, driving clarity and frameworks where opportunity and strategy are ambiguous.
• Develop deep customer expertise through direct engagement with senior decision-makers, leading research initiatives to identify breakthrough opportunities across segments and use cases.
• Bring sufficient technical depth to evaluate engineering proposals, shape architecture decisions, and identify trade-offs.
• Define success criteria and experimentation strategies — distinguishing output from outcome metrics, analyzing usage data and market trends.
• Influence without authority across VP-level organizations — aligning engineering, design, science, finance, marketing, sales, legal, and operations through written narratives, PR/FAQs, and executive forums.
• Handle complex cross-org execution — owning dependencies, making judgment calls on launch readiness vs. learning velocity, and driving sustained adoption and performance across large customer bases.
• Demonstrate domain expertise with deep knowledge of core technologies, identifying gaps and opportunities across capabilities, regions, and architectures to invent, evolve, and simplify products.
• Develop PM talent and community — actively recruiting, mentoring, coaching, and contributing to Principal PM promotion assessments to amplify organizational impact.

Basic Qualifications

• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• 4+ years of technical product or program management experience

Preferred Qualifications

• Experience working directly with Engineers on product enhancements
• Experience in project management methodologies, business analysis, or process improvement