Principal PM: Shipper Support Experience & AI Strategy

Amazon

Nashville (TN)

On-site

USD 146,000 - 197,000

Full time

14 days+

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Benefits offered by this job

Sign-on payments

Restricted stock units (RSUs)

Health insurance

401(k) matching

Paid time off

Job summary

Amazon seeks a Principal PM to define and own the strategic vision and multi-year roadmap for the Shipper Support Experience in Amazon Shipping. You will oversee end-to-end support across prospective shippers, active shippers, and recipients, aiming to deflect inquiries via self-service and AI while equipping associates to resolve remaining contacts in a single interaction.

The role requires strong PM skills, experience with support platforms (Paragon, Amazon Connect, Salesforce Service Cloud,

Qualifications

Bachelor's degree or above in a technical field or related discipline.
10+ years of end-to-end product delivery experience.
Experience defining requirements, prioritizing features, and influencing roadmaps.
Experience managing competing priorities and using metrics to drive decisions.
Experience collaborating across multiple teams and organizations.
7+ years building customer support, contact center, or self-service products.

Responsibilities

Define the strategic vision and long-term roadmap for Shipper Support Experience across three customer segments and multiple surfaces.
Own the contact reduction P&L and drive root-cause fixes via partner teams.
Set GenAI strategy for AI-powered self-service, copilot, and predictive contact avoidance.
Define user stories and product requirements; contribute to technical design of new capabilities.
Prioritize features and drive go-to-market strategies while balancing deflection and resolution quality.
Influence executive leadership on multi-year investment and transform cost-center perception.
Represent the Shipper Support Experience in leadership reviews and cross-Amazon forums.
Work with data to uncover root causes and actionable insights beyond symptoms.
Travel up to 10% including visits to support sites.