Principal Product Manager - Technical, Amazon Customer Service

Amazon • Seattle, WA

4d • Onsite

About The Position

The Customer Service Service Design team is a new organization within Amazon Customer Service (CS) that exists to strengthen the perception of Amazon's Customer Service — translating our Customer Obsession into a reason why customers would choose to buy from Amazon over any other experience. We do this through measuring customer perception, creating products and programs that drive customer loyalty, and ensuring a unified face for Customer Service across all Amazon Stores products, services, and customer interactions. We are seeking a Principal Product Manager – Technical to own and scale a solution that will serve as the single source of truth for all Customer Service policies, transforming how Amazon defines, governs, measures, and evolves the policies that guide every customer interaction.

Requirements

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

Nice To Haves

• Extensive background in tech product management
• Demonstrated leadership of high-impact platform initiatives
• Fluency with analytics and measurement frameworks
• Experience building and launching products at scale
• Ability to synthesize complex operational pain points
• Rapid learning in new domain areas
• Deep understanding of integration between systems
• Technical skillsets in analyzing data to make product decisions
• Independent thinker
• Able to communicate persuasively
• Strong bias to get things done
• Impeccable ability to communicate verbally and in writing
• Energized by failing fast, learning, and building again
• Experience working directly with Engineers on product enhancements
• Experience in project management methodologies, business analysis, or process improvement
• Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams

Responsibilities

• Own and scale a solution that will serve as the single source of truth for all Customer Service policies, transforming how Amazon defines, governs, measures, and evolves the policies that guide every customer interaction.
• Synthesize complex operational pain points, craft product vision and roadmaps, develop requirements, and manage all aspects of execution across highly matrixed organizations.
• Work closely with CS Operations, Policy Teams, Tech and Resolver Development, Content and Knowledge teams, and Customer Experience and Quality organizations.
• Play a key role in raising the product and technical acumen of the broader CS Experience team, mentoring others on best practices in product management and driving clarity in how we intake, prioritize, and measure commitments across planning sprints.
• Create product vision, drive tech execution, and deliver large-scale organizational impact.
• Engage in rapid prototyping to get things right in a new space.

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