Principal Product Manager, Customer Experience Strategy

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

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.