Principal Product Manager Service Improvements, Amazon Customer Service

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. We are seeking an individual to lead complex, high-impact product and program initiatives that operate at the intersection of strategy, technology, and operational excellence.

This role requires a passionate individual who understands the best possible customer services experiences across the Amazon Customer Service (CS) organization. In this role, you will own end-to-end product strategy and execution for programs that directly impact customer experience, business performance, and organizational effectiveness at Amazon scale. You will define the vision, set priorities, drive cross-functional alignment, and deliver measurable outcomes—all while navigating ambiguity and competing priorities across multiple senior stakeholder groups.

You'll ...