Principal Product Manager Service Improvements, Amazon Customer Service

Principal Product Manager Service Improvements, Amazon Customer Service
Job ID: 10430278 | Amazon.com Services LLC

Amazon's Quality and Escalations (Q&E) organization is seeking a Principal Product Manager (Non-tech) to directly influence the direction of Service Experience products through the customer experience and service improvement lenses. The role focuses on leading complex, high‑impact product and program initiatives that intersect strategy, technology, and operational excellence.

The ideal candidate is a passionate, solutions‑oriented leader who can own end‑to‑end product strategy and execution for programs that impact customer experience, business performance, and organizational effectiveness at Amazon scale.

Key Job Responsibilities

Own the end‑to‑end product strategy, roadmap, and vision for the program area, connecting day‑to‑day execution to long‑term objectives.

Lead strategic planning processes, collaborating with leaders to set goals, define priorities, and allocate resources.

Translate customer insights, data signals, and business requirements into actionable product improvements and scalable solutions.

Own the product backlog and prioritization, making feature trade‑offs to deliver maximum value.

Drive a consistent cadence of releases, delivering innovation in features, usability, and product performance.

Ensure consistent execution of product lifecycle processes from concept to launch.

Define, own, and continuously improve metrics that measure customer experience, operational performance, and business outcomes.

Build and maintain dashboards, scorecards, and reports that provide leadership with clear visibility into progress.

Apply analytical rigor to frame trade‑offs and enable leaders to make well‑informed decisions.

Drive process improvement, standardization, and automation to reduce operational costs without compromising quality.

Identify and close operational gaps, such as missing processes, hand‑off issues, or reporting blind spots.

Build scalable solutions that reduce friction, improve consistency, and enable efficient growth.

Author and present senior‑leadership artifacts—including PRFAQs, strategy narratives, and executive‑level planning documents.

Design and run the operational cadence for the organization, including weekly, monthly, and quarterly business reviews.

Basic Qualifications

10+ years of product or program management, product marketing, business development, or technology experience.

Experience blending product and program management skills to execute strategic initiatives focused on process creation, standardization, and improvement.

Bachelor’s degree.

Experience owning or driving roadmap strategy and definition.

Experience with feature delivery and trade‑offs of a product.

Preferred Qualifications

Experience owning technology products.

MBA.

Experience developing, deploying, and managing AI products at scale.

Experience overseeing roadmap strategy and definition throughout the product life cycle from concept to end of lifecycle.

Location: USA, WA, Seattle. Salary: $161,900 – $219,000 USD annually.

Benefits include health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and optional 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.

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

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