Principal Product Manager - Technical, Amazon Customer Service
About the role
Network Solutions is seeking a Principal Product Manager - Technical to lead product strategy for the Associate Journey. You'll define what capabilities empower Customer Service associates and why they matter—from pre-hire through onboarding, training, scheduling, and career progression. You'll build AI-native product capabilities that personalize the associate experience and enable associates to do their best work serving customers.
Key job responsibilities
Own product vision, strategy, and capability roadmap for Associate Journey spanning pre-hire through tenured associate experiences
Define what we build and why—translating associate needs into product capabilities that drive measurable business outcomes
Partner with UX and Behavioral Science teams to design and validate product experiences through experimentation and user research
Lead experimentation strategy using A/B testing frameworks to validate product hypotheses and measure impact
Partner with Service Delivery Operations teams to understand frontline needs and validate product hypotheses
Drive product strategy across Engineering, Science, Operations, and UX—aligning on priorities and trade-offs
Navigate high ambiguity—defining product problems and solutions where precedent doesn't exist
Influence senior leadership to drive alignment on product direction and secure investment
Translate associate pain points into product requirements, capability specifications, and success metrics
Drive data-driven product decisions through analysis of associate behavior, experimentation, and customer feedback
Influence technical architecture choices to ensure product feasibility and customer experience goals
Own product lifecycle from ideation through launch, measuring impact and iterating based on data
About The Team
You'll join Journey Management within Network Solutions, architecting Amazon's AI-native customer service network of the future. Our mission is to orchestrate customer and associate journeys, ensuring each person is guided to the optimal path.