Principal Program Manager, Amazon Customer Service

Key job responsibilities

• Define and deliver the vision, strategy, and mechanisms for feature launch readiness across the AE organization
• Design and implement scalable intake automation that eliminates manual processes and accelerates partner prioritization
• Build and own a centralized product roadmap mechanism that provides benefit tracking, status updates, and risk identification to cross-functional stakeholders
• Establish quarterly roadmap reviews and feature-specific stakeholder engagement models that align Product, Technology, and Operations leadership
• Lead change management evolution including stakeholder management frameworks, UAT processes, and incubation strategies for new feature launches
• Design and own feedback mechanisms that inform organizational prioritization and long-term roadmap strategy across cross-functional stakeholders
• Influence team priorities and business strategy through data-driven contributions, removing bottlenecks and creating scalable best practices
• Mentor and develop team members, upskilling the organization's capability to manage complex, cross-functional launches independently
• Identify and mitigate launch risks before they become roadblocks, ensuring critical initiatives maintain execution momentum
• Write strategic narratives and present to senior leadership to drive alignment on launch strategies and investment decisions

Basic Qualifications

• 7+ years of working cross functionally with tech and non-tech teams experience
• 7+ years of program or project management experience
• 7+ years of managing, analyzing and communicating results to senior leadership experience
• Bachelor's degree
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience delivering projects within scope, time, budget and quality
• MBA
• Experience owning program strategy, managing end-to-end delivery, and communicating results to senior leadership
• Experience working with, presenting to and influencing senior executives up to VP level