Principal Product Manager, AI-Native CX Platform

Amazon

Seattle (WA)

On-site

USD 180,000 - 243,000

Full time

14 days+

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Job summary

Amazon is seeking a Principal Product Manager - Tech to own the vision and roadmap for an SVP-visible AI-native CX destination across Customer Service. You will drive platform-level decisions and partner with engineering, design, and operations to shape trusted, scalable experiences for customers worldwide.

You will lead multi-year strategy, mentor others, and influence senior leaders while aligning cross-organization goals.

Qualifications

Bachelor's degree required.
Experience owning and driving roadmap strategy and definition.
Experience with feature delivery and tradeoffs of a product.
Experience in technical product management.

Responsibilities

Own the product vision, strategy, and multi-year roadmap for an SVP-visible AI-native CX destination for CS.
Define requirements / success metrics, design experiments, and establish measurement frameworks across organizations.
Advocate on behalf of customers in strategy discussions and shape AI primitives like Customer Intelligence, Memory, Context preservation, etc.
Author high-quality strategy documents (e.g., PRFAQs) for senior CS leaders and drive cross-organization alignment.
Drive Customer Experience Excellence and champion exceptional UX, partnering with design teams to set experience standards.
Develop and execute rigorous evaluation frameworks to measure LLM/AI feature accuracy, latency, and UX, translating metrics into roadmap priorities.
Handle multi-org launches, drive adoption, and engage with customers/executives.
Actively recruit PM talent, mentor others, and contribute to the PM community.