Principal Product Manager, Amazon Customer Service

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a Principal Product Manager to define a 3–5 year strategic vision for the end-to-end Customer Service experience across Prime Video and Amazon's digital portfolio. You will set product strategy, write PRFAQs and narratives, and drive execution with product, engineering, design, and operations teams.

You will lead cross-organizational initiatives with potential P&L impact, align executives, and shape multi-year investments in AI and agentic systems to reshape the CS landscape.

Qualifications

• 10+ years of product or program management, product marketing, business development or technology experience.
• 7+ years blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience.
• Experience owning/driving roadmap strategy and definition.
• Experience with end to end product delivery.
• Bachelor's degree or equivalent in a related field.
• Demonstrated ability to use data and metrics to identify breakthrough opportunities, set strategic goals, and establish metrics frameworks—including defining leading indicators that predict business outcomes before they appear in lagging metrics.
• Experience writing strategy documents (PRFAQs, 6-pagers, investment narratives) and presenting regularly to Directors and VPs, with occasional SVP-level engagement.

Responsibilities

• Own the 3–5 year product vision, strategy, and roadmap for Prime Video CS and related digital products.
• Evaluate engineering proposals, understand architecture decisions, and ensure sound trade-offs.
• Identify technology shifts (including AI) and drive multi-year investments.
• Champion customer experiences grounded in utility, intuitiveness, and simplicity; partner with design on mockups and prototypes.
• Influence across CS and VP orgs; present to Directors and VPs and develop PM talent.
• Serve as the CS Voice of the Customer for Prime Video in product design and launches.

Skills

Product management

Roadmap strategy

Data-driven decisions

Executive communication

Education

Bachelor's degree or equivalent

Job description

Principal Product Manager, Amazon Customer Service

Job ID: 10497897 | Amazon.com Services LLC

Amazon's Customer Service organization is seeking a Principal Product Manager to define the 3 to 5 year strategic vision for the end-to-end CS experience across Prime Video and Amazon's digital portfolio, including Amazon Music, Alexa+, Fire TV, Fire Tablets, Kindle, and Devices, serving hundreds of millions of customers worldwide.

This role owns customer experiences with major scope and strategic importance where the problem, opportunity, and strategy may not yet be defined. You will work backwards from customer pain points to set product vision, write strategy documents (PRFAQs, narratives, roadmaps), and drive execution across product, engineering, design, and operations organizations. You will define success through measurable outcomes, distinguishing between output metrics like defects eliminated and effort reduction, and outcome metrics like customer satisfaction, engagement, and quality of experience.

As the critical intersection point for customer needs, business goals, and technical possibilities, you will lead cross-organizational initiatives with potential P&L impact. You will apply one-way and two-way door judgment to high-stakes decisions, challenge assumptions, and establish strategic frameworks adoptable by other teams. You will also identify emerging technology shifts, including AI and agentic systems, and drive multi-year investments that reshape the CS landscape.

This leader earns trust and influences without authority at the Director and VP level across marketing, technical, finance, and operations teams by consistently delivering results that raise the bar.

Key job responsibilities

• Own the 3 to 5 year product vision, strategy, and roadmap for Prime Video CS. Define "world-class," drive clarity where strategy is undefined, and create frameworks that enable organizational action. Leverage CS data to identify breakthrough opportunities, lead customer research across segments, and establish experience standards adopted by other teams.
• Demonstrate deep technical curiosity. Evaluate engineering proposals, ask the right questions, and ensure sound trade-offs. Understand key architecture decisions, the assumptions behind them, and whether those assumptions still hold. Bring performance, scale, and flexibility perspectives into engineering conversations early.
• Identify technology shifts, including AI, before they become obvious. Drive multi-year technology investments and evaluate complex technical proposals. Apply AI and agentic capabilities to accelerate development, improve decisions, and unlock innovation. Distinguish genuine need from hype and reshape product strategy through effective adoption of emerging technologies.
• Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity. Partner with design on mockups and prototypes, scrutinizing details while aligning with strategic goals. Ensure customer validation reflects diverse perspectives and drive strategic CX conversations across your area.
• Influence without authority across CS and other VP orgs, building alignment across teams with different priorities. Present regularly to Directors and VPs, align OP1/OP2 narratives, and own executive engagement for critical issues. Amplify impact by developing others and actively recruiting PM talent.
• Serve as the recognized CS Voice of the Customer for Prime Video in product design, ideation, and launch readiness. Engage senior decision-makers to uncover non-obvious insights. Define CS requirements, hold launches to a high experience bar, and own cross-org launches. Take calculated risks in pursuit of breakthrough results where consequences are significant.

A day in the life

On any given day, you will drive strategic conversations with senior leaders to align on multi-year CS product direction for Prime Video. You serve as the connective tissue between CS service design, operations, product line stakeholders, and partner organizations, setting priorities and driving alignment across teams with different objectives.

You will present investment narratives in Director and VP level product reviews, fielding questions on customer impact, scalability, business sustainability, and competitive positioning. You will balance setting the 3 to 5 year vision with near-term execution: defining cross-org launch requirements, authoring OP1/OP2 narratives, building consensus on bold bets, and measuring impact across your portfolio.

You will drive multi-year technology investment decisions, evaluating how agentic capabilities could reshape the CS experience, forming views on ROI and market timing, and determining when to make bold bets versus invest in further validation. You will define investment areas within operational planning cycles, build cross-functional consensus on long-term strategic direction, and establish the metrics frameworks and measurement strategies that other teams adopt.

About the team

D2SD (Digital and Devices Service Design) is a part of the Customer Service Experience (CSX) team within Amazon CS, and owns the end-to-end customer service experience across Amazon's Digital and Device portfolio. We are the advocates for the CS experience for customers using our device and digital products, and relentlessly work to remove customer facing defects, improving quality and shaping how millions of customers use our products and get help. Our insights drive product improvements upstream, and our mechanisms set the standard for customer obsession within Amazon Customer Service.

Basic Qualifications

• 10+ years of product or program management, product marketing, business development or technology experience
• 7+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Bachelor's degree or equivalent in a related field
• Demonstrated ability to use data and metrics to identify breakthrough opportunities, set strategic goals, and establish metrics frameworks—including defining leading indicators that predict business outcomes before they appear in lagging metrics.
• Experience writing strategy documents (PRFAQs, 6-pagers, investment narratives) and presenting regularly to Directors and VPs, with occasional SVP-level engagement.

Preferred Qualifications

• Experience in a customer service, customer experience, or contact center product environment with demonstrated strategic leadership
• Experience with CX methodologies: customer journey mapping, value stream mapping, service blueprinting—with the ability to generalize across customer segments and establish standards.
• Passion for consumer technology—devices, streaming, music, gaming, digital content.
• Track record of defining 3–5 year product strategy and working backwards from customer needs to define innovative, breakthrough solutions—not just incremental improvements.
• Experience designing sophisticated experimentation strategies (A/B testing, multi-variant testing, multi-phase testing programs) to validate product hypotheses and inform major platform strategy decisions.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

Preferred Qualifications

• Experience in a customer service, customer experience, or contact center product environment with demonstrated strategic leadership
• Experience with CX methodologies: customer journey mapping, value stream mapping, service blueprinting—with the ability to generalize across customer segments and establish standards.
• Passion for consumer technology—devices, streaming, music, gaming, digital content.
• Track record of defining 3–5 year product strategy and working backwards from customer needs to define innovative, breakthrough solutions—not just incremental improvements.
• Experience designing sophisticated experimentation strategies (A/B testing, multi-variant testing, multi-phase testing programs) to validate product hypotheses and inform major platform strategy decisions.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, WA, Seattle - 161,900.00 - 219,000.00 USD annually

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.