Description

Own the product strategy for onboarding new organizations and populations onto Amazon's HR support platforms—including the largest subsidiary migration in PXT history—as we converge toward Service Central, our next-generation AI-first platform that unifies HR support for 1.8 million Amazonians. As a Principal Product Manager - Tech in our HR Experience Tech (HRXT) team, you'll lead product delivery for a high-priority S Team -sponsored initiative to transition employees to Amazon's HR support infrastructure, while simultaneously building the scalable onboarding playbook that will define how new populations are brought onto Service Central as it becomes the single, converged platform for all HR support at Amazon.

This is a rare opportunity to shape how Amazon's HR technology evolves during a pivotal transformation. We are actively converging two major platforms—HR Service Central (HRSC) and Universal Service Channel (USC)—into Service Central, a unified AI-first platform built on modern infrastructure that eliminates fragmented tools, provides complete employee context through AI-powered intelligence, and transforms HR support from reactive case management to proactive, employee-centric experiences.

You'll work across a multi-product technology stack spanning case management, AI-powered self-service, content management, intelligent routing, voice infrastructure, and unified employee data platforms—coordinating across all of these to deliver seamless end-to-end employee experiences today while designing for the converged Service Central future. You'll partner with HR operations leaders, business stakeholders, engineering teams, and domain experts to navigate complex organizational transitions while building the systems, frameworks, and processes that make future onboarding to Service Central dramatically faster and simpler.

This role demands someone who can hold two timelines simultaneously: delivering immediate business value through current-state platform onboarding while designing each investment to accelerate the Service Central convergence. You'll leverage AI capabilities—including conversational AI, agentic workflows, proactive issue detection, and unified employee context—to reimagine how new populations experience HR support from day one on the converged platform.

Key job responsibilities
- Own the product vision and strategy for cross-platform HR technology solutions, identifying opportunities to create seamless experiences across Service Central, HRSC, USC, and PXT CMS.
- Own the end-to-end product strategy and delivery for a high-priority executive-sponsored initiative to transition a major Amazon subsidiary's employee population onto Amazon's HR support infrastructure across a phased timeline from pilot through full cutover
- Define and execute the product roadmap across multiple platforms (case management, self-service, content management, routing, etc.) to deliver seamless employee experiences during complex organizational transitions
- Build a scalable, repeatable platform onboarding framework that reduces time-to-onboard for future customer populations from months to weeks—establishing the playbook for how new organizations, domains, and subsidiaries are brought onto Amazon's HR support ecosystem
- Partner with HR operations leaders and business stakeholders across Amazon and subsidiary organizations to define support models, map service catalogues, and design employee experiences that maintain a consistently high bar throughout migration phases
- Lead product decisions for dual-system transitions where employees and support teams must navigate parallel infrastructures, designing mitigation strategies that prevent service degradation and context loss
- Drive platform expansion initiatives including new domain onboarding, regional expansion, and centralization model support (cluster models, regional queues, pooled support)
- Define success metrics and measurement frameworks across employee experience (satisfaction, resolution times, abandonment rates), operational efficiency (case volumes, agent productivity), and technical performance (system availability, integration reliability)
- Collaborate with AI/ML teams to leverage agentic capabilities, content automation, and intelligent routing to accelerate onboarding and improve support quality for newly onboarded populations
- Navigate complex stakeholder environments with competing priorities, building alignment across PXT leadership, subsidiary HR leaders, operations teams, and technology partners
- Identify and de-risk technical dependencies across multi-system integrations, ensuring business continuity is maintained at every phase of migration and expansion

A day in the life
Your morning starts with reviewing the latest site dial-up metrics from your subsidiary migration initiative—you're tracking single-contact resolution rates, AI self-service adoption, and case routing accuracy as the pilot expands to the next wave of locations. You notice that a specific inquiry category is routing correctly through the current-state platform, but employees are abandoning at a system redirect. You draft a proposal that solves the immediate friction while designing the fix to align with Service Central's AI-native architecture—ensuring this solution won't need to be rebuilt during convergence.

Mid-morning, you join a working session with subsidiary HR leaders to finalize the support model for their HR teams. You work through questions about role definitions, permission structures, and how site-level HR partners will use the platform for case management and investigations. A key discussion emerges about cross-team case visibility—subsidiary HR teams need to see cases managed by central support teams. You recognize this as a Service Central convergence opportunity: rather than building a point solution in the current platform, you advocate for accelerating the closed-loop experience that Service Central's unified work tracking will provide natively, designing a transition path that bridges current needs with the converged future.

After lunch, you shift to your platform expansion portfolio. A regional HR organization relaunch is on track, and you're reviewing requirements for the next onboarding candidate—a domain team that needs cluster-level queues and custom routing logic. You pull up Service Central's domain onboarding architecture and work with the platform team to validate that your standardized onboarding template aligns with Service Central's tenant/domain model, ensuring that each new population you onboard today can be migrated to Service Central with minimal rework.

In the afternoon, you present your Q3 roadmap to senior leadership, framing your work through the Service Central lens: the subsidiary migration's infrastructure investments—custom routing configurations, content migration patterns, AI self-service playbooks, domain configuration standards—become the reusable onboarding accelerators that Service Central needs to scale. You demonstrate how the full subsidiary cutover positions them as the proof point for Service Central's promise: a single AI-native platform where every employee receives proactive, effortless, personalized HR support regardless of which organization they belong to.

You end your day in a convergence planning session with the Service Central platform team, mapping your subsidiary's unique requirements (support models, content taxonomies, routing logic) against Service Central's Phase 3 global expansion capabilities. You're ensuring your onboarding playbook directly informs what "new population onboarding" looks like when Service Central is the destination—not just the aspiration.

About the team
The HR Experience Technology (HRXT) team is on a mission to fundamentally reshape HR work at Amazon. We bring together PXT (People Experience and Technology) teams and harness technology to provide seamless, intuitive experiences for HR teams serving all Amazonians. Our vision focuses on elevating HR service delivery through integrated technology solutions that span multiple platforms and touchpoints.
We own four customer-facing products that form the backbone of HR technology at Amazon: HR Service Central (HRSC), a unified workflow platform serving 11,000+ HR users across 68 countries.
Our team culture embraces innovation and experimentation, particularly in applying new technologies to solve complex HR challenges. We're now focused on expanding beyond individual product capabilities to create a truly integrated product suite that delivers end-to-end solutions for HR teams and employees.
As part of our team, you'll work with talented engineers, product managers, and designers who are passionate about using technology to transform the employee experience. You'll have the opportunity to shape the future of HR service delivery at Amazon, creating solutions that will impact over a million employees globally while setting new standards for integrated HR technology platforms.
Join us to be at the forefront of redefining the HR experience through technology innovation!