Principal PM - Service Experience & Improvements

Amazon; Seattle (WA); On-site; USD 162,000 - 219,000; Full time

Job summary

Amazon is seeking a Principal Product Manager (Non-tech) for the Quality and Escalations organization in Seattle, WA. You will own end-to-end product strategy and execution for CS programs, translating insights into improvements that enhance customer experience, performance, and organizational effectiveness at Amazon scale.

The role emphasizes cross-functional leadership, strategic vision, and data-driven decision making, with a focus on operational excellence and scalable solutions across the

Qualifications

• 10+ years of product or program management, product marketing, business development or technology experience.
• 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and tradeoffs of a product.

Responsibilities

• Own the end-to-end product strategy, roadmap, and vision for your program area, connecting day-to-day execution to long-term organizational objectives.
• Lead strategic planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources.
• Translate customer insights, data signals, and business requirements into actionable product improvements and scalable solutions.
• Drive process improvement, standardization, and automation, reducing operational costs without compromising quality.
• Author and present senior leadership artifacts including PRFAQs, strategy narratives, and executive-level planning documents.

Education

Bachelor's degree

Job description

Amazon is seeking a Principal Product Manager (Non-tech) for the Quality and Escalations organization in Seattle, WA. You will own end-to-end product strategy and execution for CS programs, translating insights into improvements that enhance customer experience, performance, and organizational effectiveness at Amazon scale.

The role emphasizes cross-functional leadership, strategic vision, and data-driven decision making, with a focus on operational excellence and scalable solutions across the