Principal, Product Management - Technical, Customer Experience Improvement

Customer Experience Improvements (CXI) is a team within Amazon Customer Service (CS) that exists to improve experience across all customer journeys. We do this through voice of the customer signals across all Amazon Stores products, services, and customer interactions. This voice of the customer enables us to influence and design improvements in CX within CS, and across multiple upstream partner teams who own the products that impact customer experience.

We are seeking a Product Management Tech Leader to own and scale customer experience improvement products leveraging GenAI to precisely identify where customers are interacting with CS channels due to gaps in Amazon"s product and service offerings and develop measurement framework to assess the impact to effectively influence partner teams on prioritization.

An ideal candidate will have extensive background in tech product management, demonstrated leadership of high-impact strategic initiatives, and experience in building and launching products. You possess the ability to synthesize customer pain points, craft product vision and roadmaps, develop requirements and manage all aspects of execution. This requires rapid learning in new domain areas, understanding integration between products and systems, technical skillsets in analyzing data to make product decisions. This role is inherently cross-functional - you will work closely across all of Amazon Customer Service organization. The successful candidate will be an independent thinker, be able to communicate persuasively and with a strong bias to get things done.

In addition, this leader will play a key role in raising the product and technical acumen of the broader team, mentoring others on best practices in product management and driving clarity in how we intake, prioritize, and measure commitments across planning sprints.

Key job responsibilities

• Own the end-to-end product lifecycle for the defect elimination products, from vision and strategy through requirements definition, roadmap planning, design, launch, adoption, and continuous improvement.
• Build and manage a central repository of defect elimination initiatives across 80+ teams, ensuring the platform serves as the single source of truth and integrates into the company's product ecosystem.
• Partner with tech and product teams across Amazon stores to drive scalable, secure, and reliable solutions that eliminate defects at the root cause.
• Own the roadmap for existing customer experience products, driving adoption and evolution.
• Influence upstream product partners where we do not directly own the technology, influencing customer experience improvements upstream in the design process.
• Establish intake frameworks for the CXI org, and provide mechanisms to track and report progress against goals.
• Define and track metrics to measure product success, including analytics integration, financial impact, and customer experience improvements.
• Mentor and up-level product and technical skills across the team, creating mechanisms that raise the overall bar in product management discipline.
• Serve as a trusted advisor to leadership on strategy for defect elimination and product ecosystem evolution.