Principal PM: Shipper Support & AI Strategy

Amazon

Arlington (VA)

On-site

USD 162,000 - 219,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) matching

Parental leave

Job summary

Amazon Shipping is seeking a Principal Product Manager to own the strategic vision and multi-year roadmap for the Shipper Support Experience across three customer segments. You will drive end-to-end product delivery, collaborate with Support Ops, Sales, and Finance, and lead cross-functional and remote teams to transform support into a differentiator for profitability.

The role requires 10+ years of product leadership, deep experience with contact centre tech (Amazon Connect, Zendesk, Salesforce

Qualifications

Bachelor's degree or above in computer science, computer engineering, or related field.
10+ years of end to end product delivery experience.
Experience working with technical and product stakeholders to define requirements, prioritise features, and influence product roadmaps.
Experience managing competing priorities and using metrics to drive business decisions.
Experience collaborating and influencing multiple teams across multiple organisations.
7+ years of experience building customer support, contact centre, or self-service products.

Responsibilities

Define the strategic vision and own the long-term roadmap for the Shipper Support Experience across three customer segments and across all support surfaces.
Own the contact reduction P&L: tie support contacts per shipment to root causes and influence fixes at the source.
Set the GenAI strategy for support: roadmap for AI-powered self-service, associate copilot, and predictive contact avoidance.
Define user stories and product requirements while contributing to the technical design of new support platform capabilities.
Engage with stakeholders to prioritise features and drive go-to-market strategies while balancing deflection, quality, productivity, and time-to-market.
Influence executive leadership on the multi-year investment case for support transformation.
Represent the Shipper Support Experience in leadership reviews and cross-Amazon forums.
Display self-starter mentality and dive into data to uncover meaningful insights.
Up to 10% travel.