Principal Program Manager, Amazon Customer Service

Amazon"s mission is to be "Earth"s most customer-centric company," and our award-winning Amazon Customer Service (CS) team is an essential part of that mission. CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

The Associate Experience (AE) organization powers CS by developing elegant customer- and CSA-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers" issues using our associate-facing products powered through human-centered design.

We are seeking a Principal Program Manager to define and deliver programs with broad cross-organizational impact, owning the mechanisms that enable successful feature launches empowering CSAs and improving customer experience across the AE organization. In this role, you will set the vision and strategy for how we intake, prioritize, and launch features at scale. You will design mechanisms that transform how cross-functional teams - spanning Product, Technology, and Operations - collaborate to bring features from concept to launch readiness.

This is a high-impact role for a strategic leader who thrives in ambiguity, influences without authority across senior stakeholders, and has a track record of building mechanisms that scale. You will own the end-to-end strategy for intake transformation, change management evolution - including stakeholder management, User Acceptance Testing (UAT), and incubation - and product roadmap visibility. Your work will directly enable our vision to provide customers a convenient, high-quality, and delightful experience across all CS channels while empowering CSAs to focus on genuine human connection as technology handles complexity.

Key job responsibilities

• Define and deliver the vision, strategy, and mechanisms for feature launch readiness across the AE organization
• Design and implement scalable intake automation that eliminates manual processes and accelerates partner prioritization
• Build and own a centralized product roadmap mechanism that provides benefit tracking, status updates, and risk identification to cross-functional stakeholders
• Establish quarterly roadmap reviews and feature-specific stakeholder engagement models that align Product, Technology, and Operations leadership
• Lead change management evolution including stakeholder management frameworks, UAT processes, and incubation strategies for new feature launches
• Design and own feedback mechanisms that inform organizational prioritization and long-term roadmap strategy across cross-functional stakeholders
• Influence team priorities and business strategy through data-driven contributions, removing bottlenecks and creating scalable best practices
• Mentor and develop team members, upskilling the organization"s capability to manage complex, cross-functional launches independently
• Identify and mitigate launch risks before they become roadblocks, ensuring critical initiatives maintain execution momentum
• Write strategic narratives and present to senior leadership to drive alignment on launch strategies and investment decisions