Principal Product Manager - Technical, Amazon Customer Service

Amazon Customer Service (CS) is reimagining the associate experience from the ground up. We"re building a future where every associate-from their first day through their entire career-has an experience designed around them as individuals.

Network Solutions is seeking a Principal Product Manager - Technical to lead product strategy for the Associate Journey. You"ll define what capabilities empower Customer Service associates and why they matter-from pre-hire through onboarding, training, scheduling, and career progression. You"ll build AI-native product capabilities that personalize the associate experience and enable associates to do their best work serving customers.

You"ll work at the intersection of product strategy, AI/ML, human-centered design, and experimentation. When we get this right, attrition goes down, Total Customer Value goes up, and CS becomes the primary reason customers choose Amazon.

This is a ground-up build applying new approaches to longstanding challenges at Amazon"s scale. You"ll work in a high-ambiguity environment where you"ll define product vision without established playbooks. Success requires partnering with Service Delivery Operations teams to understand frontline realities and translate them into product requirements that work at scale.

You"ll drive product strategy across multiple capability areas, influence senior leadership on investment priorities, and build the product vision that defines the associate experience for years to come.

Key job responsibilities

• Own product vision, strategy, and capability roadmap for Associate Journey spanning pre-hire through tenured associate experiences
• Define what we build and why-translating associate needs into product capabilities that drive measurable business outcomes
• Partner with UX and Behavioral Science teams to design and validate product experiences through experimentation and user research
• Lead experimentation strategy using A/B testing frameworks to validate product hypotheses and measure impact
• Partner with Service Delivery Operations teams to understand frontline needs and validate product hypotheses
• Lead product strategy across Engineering, Science, Operations, and UX-aligning on priorities and trade-offs
• Navigate high ambiguity-defining product problems and solutions where precedent doesn"t exist
• Influence senior leadership to drive alignment on product direction and secure investment
• Translate associate pain points into product requirements, capability specifications, and success metrics
• Drive data-driven product decisions through analysis of associate behavior, experimentation, and customer feedback
• Influence technical architecture choices to ensure product feasibility and customer experience goals
• Own product lifecycle from ideation through launch, measuring impact and iterating based on data

A day in the life

Your days vary. You review product metrics and user research to identify opportunities. You run strategy sessions with engineering and science teams to align on product direction and technical feasibility. You translate associate needs into clear product requirements, working through stakeholder perspectives to define the right capabilities.

You partner with operations teams-site leaders and managers-to understand constraints and validate product hypotheses. You present product vision to senior leaders, make trade-off decisions on scope and investment, and help teams align on what success looks like. You balance long-term product strategy with near-term capability planning.

You review research and operational data to identify pain points, then define product solutions that work at Amazon"s scale.

You"re building from the ground up-defining product vision for longstanding challenges and creating capabilities that will shape the associate experience for years to come.

About the team

You"ll join Journey Management within Network Solutions, architecting Amazon"s AI-native customer service network of the future. Our mission is to orchestrate customer and associate journeys, ensuring each person is guided to the optimal path.