Principal PM: Shipper Support Experience & AI Strategy

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

Benefits offered by this job

Health insurance

RSUs and equity components

Paid time off

Job summary

Amazon.com Services LLC is seeking a Principal Product Manager to own the Shipper Support Experience roadmap for three customer segments in Amazon Shipping. You will reduce contact volume by root-cause fixes, enable AI-powered self-service, and empower associates with tooling for one-interaction resolution.

You will partner with Support Operations, Partner Product Charters, Sales, and Operations Leadership to transform support into a strategic differentiator, while navigating ambiguity across

Qualifications

• Bachelor's degree or above in computer science, computer engineering, or related field.
• 10+ years of end to end product delivery experience.
• Experience defining requirements and influencing roadmaps.
• Experience managing competing priorities with metrics.
• Experience collaborating across organizations.
• 7+ years in customer support, contact center, or self-service products.

Responsibilities

• Define the strategic vision and long-term roadmap for Shipper Support Experience.
• Own contact reduction P&L and drive root-cause fixes across partner charters.
• Set GenAI strategy for self-service, copilot, and predictive contact avoidance.
• Define user stories and requirements for new platform capabilities and tools.
• Prioritize features and drive go-to-market strategies with trade-offs.

Skills

End-to-end product delivery

Cross-functional leadership

Data-driven decision making

AI/ML awareness

Executive stakeholder management

Remote collaboration

Education

Bachelor's degree in Computer Science/Engineering

Master's degree (preferred)

Tools

Amazon Connect

Salesforce Service Cloud

Zendesk

Genesys

Job description

Amazon.com Services LLC is seeking a Principal Product Manager to own the Shipper Support Experience roadmap for three customer segments in Amazon Shipping. You will reduce contact volume by root-cause fixes, enable AI-powered self-service, and empower associates with tooling for one-interaction resolution.

You will partner with Support Operations, Partner Product Charters, Sales, and Operations Leadership to transform support into a strategic differentiator, while navigating ambiguity across