Principal Product Manager – Tech, Amazon Customer Service

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  About the role

  Come build the future of Amazon Customer Service (CS) with us. Quality & Escalation’s vision is to deliver exceptional customer experiences that restore customer trust through continuous inspection, innovation, and improvement. Q&E exists to provides Tier 2 support to frontline teams when the ‘Andon cord’ is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and lead technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries. A key strategic priority for our organization is building the Customer Interception Model (CIM), Amazon CS's intelligent service recovery platform. CIM transforms CS from reactive issue resolution to proactive customer recovery. By combining AI with customer, operational, and conversational signals, CIM detects service failures in real time, understands customer context, determines the appropriate recovery action, and orchestrates automated or human-assisted resolution. Through proactive recovery at scale, CIM enables Amazon to continuously earn and rebuild customer trust. The Principal Product Manager – Tech, CIM owns the long-term product vision, strategy, and technical roadmap for one of Amazon CS's most strategic AI capabilities. This candidate will define how Amazon detects customer experience failures, reasons over customer and operational context, selects the optimal recovery strategy, and orchestrates automated and human-assisted resolutions across CS. This role requires exceptional product judgment, deep technical fluency, and the ability to influence across Engineering, Applied Science, Data & Artificial Intelligence, Customer Experience, Operations, Finance, and other Partner teams. The successful candidate will translate complex business problems into scalable AI-powered products that improve customer trust and outcomes, reduce customer effort, lower our cost to serve, and redefine how Amazon delivers CS at global scale.

  Responsibilities

  • Define, own, and drive the long-term product vision, strategy, and roadmap for CIM, translating customer needs and business opportunities into scalable AI-powered product solutions.
  • Own product-level success metrics aligned to organizational goals, including improving customer trust, reducing repeat contacts and customer effort, strengthening foundational AI capabilities, and lowering cost to serve.
  • Lead end-to-end product execution across highly matrixed organizations, partnering closely with Eng, AS, D&AI, Ops, CX, Q&E, and partner product teams to deliver measurable customer and business outcomes.
  • Synthesize complex business, operational, and technical requirements into clear product narratives (PRFAQs, BRDs), prioritization frameworks, and execution plans that align senior stakeholders and enable scalable delivery.
  • Establish mechanisms to intake, prioritize, track, and measure product commitments, leveraging analytics, experimentation, and data-driven decision making to continuously improve customer recovery outcomes.
  • Optimize and evaluate product performance across the customer recovery lifecycle, using customer insights, telemetry, and operational metrics to drive continuous improvement.
  • Demonstrate deep technical fluency across AI systems, platform integrations, distributed architectures, and product dependencies, enabling effective partnership with engineering teams and informed product trade-off decisions.
  • Operate autonomously with high judgment in ambiguous and rapidly evolving environments, driving clarity where none exists while balancing rapid delivery with long-term platform scalability.
  • Influence product strategy across multiple organizations, aligning senior leaders around a shared vision while driving execution through collaboration rather than authority.
  • Develop and mentor the Technical Product Management community across the organization, fostering capability growth, technical excellence, and leadership development.

  Requirements

  Basic Qualifications

  • Bachelor's degree
  • Experience owning/driving roadmap strategy and definition
  • Experience with feature delivery and tradeoffs of a product
  • Experience technical product management

  Preferred Qualifications