Principal Product Manager, Amazon Customer Service

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

We are seeking a seasoned leader to help spearhead the international product roll-out strategy and vision for many of our new and exciting customer-facing and associate-facing products and features. This role is pivotal in shaping the future of our CS experiences on a global scale. In this role, the leader will work across our Product, Tech, Science, and Operations teams to develop a multi-pronged and comprehensive strategy to deliver customer-centric, industry-leading experiences.


Key job responsibilities
The ideal candidate will have a strong understanding of product and technology, track record of partnering with and influencing others, looking around corners and delivering tangible results. In this role, this candidate will build the vision and approach to drive global product and digital transformation, engage with senior leaders to align on priorities, and influence strategic decisions. They will experiment with, build, and implement innovative approaches to drive global adoption and generate new insights. This leader will have the ability to work in a fast-paced, dynamic environment, with a customer-focused mindset. They will have excellent negotiation and conflict resolution skills and be comfortable with managing ambiguity.

Strategy Development:
- Develop a holistic strategy – align our global roadmaps across teams, working back from customer needs to build solutions that improve their experience across all geographies.
- Become knowledgeable about industry and global benchmarks and identify opportunities for innovation and improvement.
- Create and manage critical cross-functional roadmaps for implementing products and services across international geos.
- Align the product roadmap with overall business goals and objectives.
Leadership and Collaboration:
- Work closely with leaders across functions and geos to deeply understand the product roadmap in the context of diverse customer needs and business requirements.
- Develop mechanisms for collaboration, enabling the execution of coordinated product roadmaps that integrate new technologies with existing systems and processes.
- Identify and work to eliminate blockers proactively, streamlining processes to improve organizational agility.
Performance & Change management:
- Establish KPIs, metrics, and reporting mechanisms to measure the success of transformation initiatives.
- Leverage data and insights to drive continuous improvements.
- Work with cross-org leaders to implement change management mechanisms required to enable global adoption.


A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you!

At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!