Principal PM: Shipper Support Experience & AI Strategy

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

Benefits offered by this job

Sign-on payments and RSUs

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a Principal Product Manager for Shipper Support Experience to shape a multi-year roadmap across three customer segments and all support surfaces. You will lead strategic initiatives, drive deflection, and enable self-service with AI across partnerships in Support Operations, Sales, and Finance.

The role demands strong leadership, customer-centricity, and the ability to navigate ambiguity. Travel up to 10% to Costa Rica and other sites is expected.

Qualifications

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

Responsibilities

• Define the strategic vision and own the long-term roadmap for Shipper Support Experience across three customer segments and all surfaces.
• Own the contact reduction P&L and influence teams to fix defects at the source.
• Set GenAI strategy for support and integrate AI into the ecosystem.
• Define user stories and requirements for new platform capabilities and tooling.
• Prioritise features with stakeholders and drive GTM strategies with trade-offs.
• Influence executive leadership on multi-year investments and transform cost centre perception.
• Represent Shipper Support in reviews and cross-Amazon forums.

Skills

Customer support

Contact centre

GenAI

APIs

Mobile

Education

Bachelor's degree in CS/CE or related field

Tools

Amazon Connect

Salesforce Service Cloud

Zendesk

Genesys

Job description

Amazon is seeking a Principal Product Manager for Shipper Support Experience to shape a multi-year roadmap across three customer segments and all support surfaces. You will lead strategic initiatives, drive deflection, and enable self-service with AI across partnerships in Support Operations, Sales, and Finance.

The role demands strong leadership, customer-centricity, and the ability to navigate ambiguity. Travel up to 10% to Costa Rica and other sites is expected.