Director Product Management-Technical, Amazon Customer Service

We are seeking a Director Product Management-Technical, Data & Context Intelligence to redefine what"s possible for customers and build breakthrough solutions that deliver measurable business and customer impact.

This is a highly visible role working directly with senior leaders to define and deliver artificial intelligence (AI)-native products that improve and reinvent customer experiences globally-making them more delightful and helpful for millions of customers. They will lead cross-functional teams bringing deep experience building products for global customers.

You will join the Data Intelligence team, a new function within Amazon Customer Service-a global organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers advancing AI capabilities. We build data solutions and contextual intelligence using Agentic AI, Generative AI, Natural Language Processing, Ontology, Reinforcement Learning, Knowledge Graphs, Model Context Protocol, and Multi-Agent Architectures. We move with urgency, build for the long term, and obsess over getting the customer experience right-because our work succeeds only when it improves outcomes for customers.

Key job responsibilities

• Reinvent the Customer Experience Through AI: You will own the end-to-end delivery of AI products and technology solutions that fundamentally improve how customers interact with Amazon-raising the bar for what intelligent, seamless customer experiences look like.
• Define Product Vision and Strategic Roadmap: You will define the product vision, strategy, and roadmap for the next generation of AI-native products and technology solutions. You will identify high-impact customer problems uniquely addressable by AI and translate capabilities into tangible customer benefits.
• Make High-Judgment Technical and Product Decisions: You will make critical decisions on technology investments, architectural choices, and product priorities-balancing long-term technical vision with practical implementation. You will distinguish between one-way and two-way doors, ensuring the right trade-offs across speed, quality, and scale.
• Build and Scale AI-Native Solutions: You will design scalable, reusable AI primitives that accelerate innovation across Amazon and improve customer experience impact globally. You will architect data solutions and contextual intelligence that power smarter, more personalized customer experiences. You will build and scale autonomous agents that reason across multi-faceted journeys, take intelligent action, and operate globally.
• Define the Technical Direction for Agentic AI: You will define the technical direction for Agentic AI capabilities including multi-agent orchestration, autonomous decision-making, and self-improving systems.
• Drive Cross-Functional Alignment and Influence: You will drive strategic direction for AI-native product solutions, working closely with research scientists, engineers, and cross-functional stakeholders. You will influence technical and product roadmaps across organizational boundaries, building strong partnerships and driving alignment on customer-centric priorities.
• Build and Develop a High-Performing Organization: You will build and mentor a high-performing organization spanning product management, engineering, applied science, analytics, and technical program management. You will attract and develop AI-first talent, providing guidance and direction to deliver the product vision and strategy.
• Foster a Culture of Excellence and Customer Obsession: You will foster a culture of technical excellence and customer obsession, where teams ship fast, measure rigorously, and iterate based on customer outcomes.

A day in the life

You will operate like a startup founder. No two days look the same, but every day is anchored in customer impact. You might start the morning reviewing performance data and customer feedback to identify emerging product opportunities. By midday, you"re in the room with applied scientists and engineers making high-judgment trade-off decisions on what to build next. By afternoon, you"re presenting a product strategy to senior leaders, aligning cross-functional stakeholders, or enabling your team to ship faster. You will work at the intersection of strategic vision and hands-on problem-solving-translating customer signals into data solutions and contextual intelligence that power smarter experiences, leading across Agentic AI, Generative AI, Natural Language Processing, Knowledge Graphs, and advanced applied AI to deliver products at global scale. You will turn ambiguous, high-stakes problems into practical AI-driven solutions, set direction for complex product initiatives, and hold yourself accountable for measurable customer outcomes. This role demands a leader who thrives in ambiguity, moves with urgency, and obsesses over getting the customer experience right.

About the team

The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.

We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agentic AI Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and prioritize getting customer experience right, because our work is only successful when it meaningfully improves outcomes for customers.