Principal Product Manager, Voice of the Customer, Speed

Do you want to be a part of a key investment area for Amazon that is focused on rapid expansion and delivering for customers at some of the fastest speeds across Amazon? Interested in insights and trends that inform how we improve and grow our Speed business? Excited about a fast-paced environment where you get to define experimentation plans, partner on roadmap development and ensure we're delivering against our customers expectations for a multi-billion dollar product offering?

The Speed team is looking for a Principle Product Manager who will stand up a new Voice of the Customer function to support the Speed business. The Principle PM is constantly innovating on behalf of customers, and you will serve as the go-to expert on "what customers think and why" for Speed product and leadership teams. You will design and execute qualitative and quantitative research (surveys, interviews, etc) with methodological rigor appropriate for executive-level decision-making. You will work closely with partner teams in selection, CX, customer funnel, UX Research to execute the roadmap and vision you develop. You will coordinate business stakeholders across the company to scale and optimize our service for customers. You will monitor and react to customer needs and feedback, constantly improving and expanding our service. Your work will directly impact the shopping experience of millions of customers globally by improving their ability to discover, understand and select the delivery options that best fit their needs.

Candidates should have prior experience in Voice of the Customer workstreams and CSAT familiarity, strong analytical abilities, high business judgment, and a keen customer focus. This role requires skills at breaking down complex, high-level ideas into executable features and distinct phases, a core focus on selection performance for key metrics, as well as prioritization and trade-off evaluation. The ability to influence cross-functionally and across the organization, at all levels, will be absolutely critical to success in this role.

Key job responsibilities

• Collect and identify customer and business insights and trends that inform how we improve and grow our Speed business. Serve as the go-to expert on "what customers think and why" for Speed product and leadership teams; provide research-backed input to planning cycles (OP1/OP2), business reviews, and product strategy.
• Design and maintain scalable mechanisms to continuously capture customer sentiment, pain points, and unmet needs related to delivery speed experiences. Expand these mechanisms across speed services and globally.
• Define and execute a research agenda aligned to Speed product priorities, balancing proactive discovery research with reactive deep-dives on emerging issues.
• Deliver research-backed recommendations that directly inform product roadmap prioritization, feature design, and investment trade-offs for Speed offerings.
• Identify and characterize distinct customer segments by speed sensitivity, ordering behavior, and satisfaction drivers to inform product targeting and investment decisions.
• Monitor external trends, competitive signals, and internal CS metrics to surface emerging customer needs and opportunities before they become escalations.
• Design and execute qualitative and quantitative research (surveys, interviews, conjoint analyses, concept tests, usability studies) with methodological rigor appropriate for executive-level decision-making.
• Raise the bar on customer research rigor across Speed product teams; establish documentation standards and self-serve insight resources so PMs can access prior findings independently.
• Partner with BI/analytics to define and validate customer experience metrics specific to Speed; determine what actions should be taken as a result of VoC findings.
• Partner with product managers and data science to design experiments that validate customer hypotheses before full investment. Track whether research findings translate into product or operational changes; maintain a backlog of insight-driven recommendations with owners and expected completion dates.

A day in the life

You'll start your day reviewing forecast performance and investigating changes in customer demand. Throughout the day, you'll collaborate with a senior planner and partner teams to refine demand inputs, troubleshoot anomalies, and deliver reporting that informs operational decisions. You'll contribute to regular performance reviews, dive deep into forecasting models, and support planning for new delivery sites and initiatives. The pace is fast, the problems are ambiguous, and your work will directly support one of Amazon's most ambitious delivery programs.

About the team

Our team looks at how we attract, acquire, engage, and retain customers across all the offerings in our same day portfolio. The team owns customer acquisition and retention strategy for all Speed programs -- you can expect all the challenges and benefits of a high-profile business: wide-open space for improvement and innovation, a strong team, and a fast-paced environment. These will require a willingness to dive into the details, solve new problems as they arise, leverage high judgment and gut instinct, and always obsess over customers. Everyone on the team wears multiple hats, and ownership of the customer experience is key.