Principal Product Manager, Technical, Amazon Customer Service
Amazon
DESCRIPTION
Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.
We are seeking an experienced Principal Product Manager-Technical to transform how Amazon delivers world-class customer service experiences for orders fulfilled by our selling partners. This is a unique opportunity to re-imagine customer service delivery for one of Amazon's most strategic programs. In this role, you will spearhead initiatives to enhance customer support, reduce resolution times, and create seamless experiences that delight millions of customers globally.
This candidate will be responsible for developing innovative solutions that address critical challenges in customer support efficiency, resolution speed, and customer satisfaction while navigating the complexities of marketplace order fulfillment. Your strategic vision and technical expertise will drive Amazon's mission to be Earth's most customer-centric company, ensuring every customer interaction is fast, convenient, and helpful regardless of how their order is fulfilled.
This highly cross-functional role will collaborate extensively across Amazon. You will work with multiple engineering, science, and product teams to define program objectives, strategy, and roadmap. Success in this role requires the ability to draft strategic program proposals and build consensus among diverse stakeholders to drive transformational change.
Key job responsibilities
- Define and drive the multi-year vision for the product portfolio.
- Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
- Measure and analyze existing products for opportunities to innovate and improve.
- Deliver long-lasting foundational systematic solutions that pave the way for effective use of Large Language Models (LLMs).
- Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.
- Deliver a 3YP (Three-Year Plan) for long-term goals, PRFAQ (Press Release FAQ) to refine new initiatives, and BRD (Business Requirements Document) for project requirements.
- Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
- Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.
- Influence senior leaders across Amazon and communicate CS vision, strategy, goals, status, and customer impact.
A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan