Principal Product Manager, Product Strategy & Business Operations, Amazon Customer Service

Amazon • Seattle, WA

10d • Onsite

About The Position

We are seeking a Principal Product Manager, Product Strategy & Business Operations to lead the planning, reporting, and operational cadence that keeps our organization running effectively and delivering results. This role is about making sure the right information reaches the right people at the right time—so leadership can make better decisions, teams stay aligned, and the organization can move quickly. You will own the end-to-end rhythm of business for the Data Intelligence organization within Amazon Customer Service. That means designing and running the regular cycles of planning, goal-setting, progress tracking, and business reviews that connect our day-to-day work to our long-term strategy. You will work across every function in the organization—product, engineering, science, analytics, and operations—to build the processes and reporting that keep everything on track. You will join the Data Intelligence team, a new function within Amazon Customer Service—a global organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers advancing AI capabilities. We build data solutions and contextual intelligence using Agentic AI, Generative AI, Natural Language Processing, Ontology, Reinforcement Learning, Knowledge Graphs, Model Context Protocol, and Multi-Agent Architectures. We move with urgency, build for the long term, and focus on getting the customer experience right—because our work succeeds only when it improves outcomes for customers.

Requirements

• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
• 10+ years of product or program management, product marketing, business development or technology experience
• 5+ years of experience working with senior leaders and cross-functional teams in large organizations

Nice To Haves

• MBA
• Experience blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement
• Experience applying AI and machine learning to customer-facing products at global scale, including Generative AI, Agentic AI, Natural Language Processing, or Knowledge Graphs
• Experience owning product lifecycle from concept through launch, including roadmap strategy and prioritization
• Knowledge of software engineering practices and patterns for AI-native product development

Responsibilities

• Own the Rhythm of Business: Design and run the operational cadence for the organization—including weekly, monthly, and quarterly business reviews, annual planning cycles, and goal-setting processes. Make sure these cycles are well-structured, efficient, and focused on the metrics and outcomes that matter.
• Drive Strategic Planning and Goal Alignment: Lead the annual and mid-year planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources. Ensure that team-level plans connect clearly to organizational and company-level objectives.
• Build and Manage Business Reporting: Create and maintain the dashboards, scorecards, and reports that give leadership clear visibility into organizational performance. Track progress against goals, surface risks and opportunities early, and ensure data is accurate and actionable.
• Run Business Reviews: Prepare and facilitate regular business reviews with senior leadership. This includes gathering inputs from across the organization, framing the key topics for discussion, and ensuring clear follow-ups and owners after each review.
• Manage Cross-Functional Coordination: Work across product, engineering, science, analytics, and operations to gather status updates, resolve dependencies, and ensure the organization is operating as one team. Serve as the central point of coordination for cross-cutting initiatives and organizational priorities.
• Own Executive Communications: Help prepare the documents and presentations that senior leaders use to communicate with executives, peers, and stakeholders. This includes annual operating plans, business update documents, organizational strategy narratives, and ad hoc briefings.
• Identify and Close Operational Gaps: Continuously look for ways to make the organization run better. When you see a gap—whether it's a missing process, a broken handoff, or a reporting blind spot—you take ownership of fixing it.
• Enable Decision-Making: Ensure leaders have the information they need to make good decisions. This means not just delivering data, but framing it clearly—highlighting what's important, what the trade-offs are, and what actions are needed.

Benefits

• sign-on payments
• restricted stock units (RSUs)
• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Principal