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 stay on top of the broader CS vision, with an eye on identifying opportunities where CS Quality and Service Improvements can positively impact the service experience that CS offers the most. You"ll dive deep into current and future customer needs and deliver actionable insights that drive development of continuously improving CS products, customer workflows, and features.

The ideal candidate must be able to influence across multiple company organizations, be an exceptionally strong communicator and analytical thinker, and have a history of delivering results. This person will have solved complicated problems with elegant, simple solutions. The individual must be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities. High judgment, ability to influence, analytical talent, and leadership are essential to success in this role.

Key job responsibilities

Strategic Ownership & Vision

• Own the end-to-end product strategy, roadmap, and vision for your program area, connecting day-to-day execution to long-term organizational objectives.
• Lead strategic planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources.
• Translate customer insights, data signals, and business requirements into actionable product improvements and scalable solutions.

Roadmap Planning & Execution

• 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 through launch.

Data-Driven Decision Making & Metrics

• Define, own, and continuously improve the metrics that measure customer experience, operational performance, and business outcomes.
• Build and maintain dashboards, scorecards, and reports that give leadership clear visibility into progress, surfacing risks and opportunities early.
• Apply analytical rigor to frame trade-offs and enable leaders to make well-informed decisions.

Operational Excellence & Process Improvement

• Drive process improvement, standardization, and automation, reducing operational costs without compromising quality.
• Identify and close operational gaps-whether a missing process, a broken hand-off, or a reporting blind spot.
• Build scalable solutions that reduce friction, improve consistency, and enable the organization to grow efficiently.

Executive Communication & Business Reviews

• 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-framing key topics, ensuring clear follow-ups, and driving accountability.