Principal Product Manager - Tech, Amazon Customer Service

Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers.

The Customer Facing Solutions (CFS) organization powers CS by developing elegant customer-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using our associate-facing products powered through human-centered design.

This role will drive the vision and strategy for building self-service and automation solutions for CS, specifically for Amazon Business customers.

We are seeking a Principal Product Manager - Tech to lead our customer-facing homepage and chat experience and define our 3-5 year strategic roadmap for Amazon Business customers. In this role, you will build innovative solutions that enable Amazon Business customers to effortlessly resolve their issues globally within one cohesive interaction.

As the product owner, you will be asked to develop deep customer expertise and lead research initiatives to identify breakthrough opportunities, bring sufficient technical depth to evaluate engineering proposals, define success criteria and experimentation strategies, and influence without authority across VP-level organizations.

Key job responsibilities

• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity — partnering with design on prototypes, balancing constraints (compliance, localization, accessibility), and establishing CX standards adopted across teams.
• Own a 3–5 year strategic roadmap, driving clarity and frameworks where opportunity and strategy are ambiguous.
• Develop deep customer expertise through direct engagement with senior decision-makers, leading research initiatives to identify breakthrough opportunities across segments and use cases.
• Bring sufficient technical depth to evaluate engineering proposals, shape architecture decisions, and identify trade-offs.
• Define success criteria and experimentation strategies — distinguishing output from outcome metrics, analyzing usage data and market trends.
• Influence without authority across VP-level organizations — aligning engineering, design, science, finance, marketing, sales, legal, and operations through written narratives, PR/FAQs, and executive forums.
• Handle complex cross-org execution — owning dependencies, making judgment calls on launch readiness vs. learning velocity, and driving sustained adoption and performance across large customer bases.
• Demonstrate domain expertise with deep knowledge of core technologies, identifying gaps and opportunities across capabilities, regions, and architectures to invent, evolve, and simplify products.
• Develop PM talent and community — actively recruiting, mentoring, coaching, and contributing to Principal PM promotion assessments to amplify organizational impact.

Basic Qualifications

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

Preferred Qualifications

• Experience working directly with Engineers on product enhancements
• Experience in project management methodologies, business analysis, or process improvement

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 179,900.00 - 243,400.00 USD annually

Company - Amazon.com Services LLC

Job ID: A10469787