Principal Product Manager – Technical, Native AI Customer & Tech Experience, DLS Tech

Amazon Inc.; Seattle (WA); On-site; USD 180,000 - 243,000; Full time

Job summary

Amazon.com Services LLC in Seattle, WA is seeking a Principal Product Manager – Technical to own the Native AI customer and technical experience for Leave, Accommodations, and Services. You will reimagine processes as an AI-native experience and lead the strategy that remains trustworthy at machine speed for millions of employees and their families.

You will define the AI stack progression, partner with engineering on validation and content-gating, and drive the roadmap for agent‑assisted

Qualifications

• 8+ years of technical product or program management experience.
• Experience building complex software systems delivered to customers.
• Experience shaping business strategy for technical products or services for large enterprises.
• Bachelor's degree or equivalent.
• Experience understanding performance metrics and KPIs.
• Experience working with Data & AI related technologies (AI/ML, GenAI, Analytics).
• Experience defining roadmap strategy and prioritizing deliverables.

Responsibilities

• Own the product and technical strategy for Native AI customer experience across Leave, Accommodations, and Services.
• Define how the Native AI stack progresses (foundation models to autonomy).
• Own strategy for answer correctness at scale across worker classes, plans, and regions.
• Partner with engineering to build validation, evaluation, and content-gating capabilities.
• Drive the roadmap for agent-assisted operations from triage to action within permissions.
• Define metrics for AI-native progress, and cycle times from idea to production.
• Collaborate with PMs, engineering, and program teams to embed technical direction.

Skills

Technical product management

Team leadership

Roadmap strategy

Data & AI awareness

Performance metrics

Education

Bachelor's degree or equivalent

Job description

Principal Product Manager – Technical, Native AI Customer & Tech Experience, DLS Tech

Job ID: 10568252 | Amazon.com Services LLC

Amazon's Disability, Leave & Services (DLS) Product & Technology organization is looking for a Principal Product Manager – Technical to own the Native AI customer and technical experience. Your mission is to reimagine Leave, Accommodations, and Services as an AI-native experience, where an intelligent agent answers any employee's question correctly the first time, and where our own teams build and ship at machine speed. You will own the customer-facing AI experience and the technical strategy that makes it trustworthy at scale for millions of employees and their families.

Key job responsibilities

• Own the product and technical strategy for the Native AI customer experience across Leave, Accommodations, and Services (the agent, the skills, and the knowledge that power them)
• Define how the team progresses up the Native AI stack (foundation models - knowledge - orchestration - validation - autonomy)
• Own the strategy for answer correctness at scale across every worker class, plan, life event, region, channel, and audience (employee, manager, HR partner)
• Partner with engineering to build the validation, evaluation, and content-gating capabilities that let the team ship code and content as a single, safe change
• Drive the roadmap for agent-assisted operations, from agents that triage and propose, to agents that act within scoped, audited permissions
• Define the metrics for AI-native progress, human touchpoints between idea and production, idea-to-production cycle time, segment coverage, and time-to-correct
• Partner with product managers, engineering, and program teams to embed technical product direction from initiative inception

Basic Qualifications

• 8+ years of technical product or program management experience
• Experience building complex software systems that have been successfully delivered to customers, or experience managing teams
• Experience shaping business strategy for technical products or services for large enterprises or partners
• Bachelor's degree or equivalent
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
• Experience defining roadmap strategy and prioritizing deliverables for your team products

Preferred Qualifications

• Experience providing and effectively communicating strategic and tactical recommendations based on data
• Experience developing test strategies and plans for complex hardware/software systems or systems of systems
• Knowledge of concepts like system architecture, optimization, system dynamics, system analysis, statistical analysis, reliability analysis, and decision making
• Experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
• Hands‑on experience shipping AI-native or agentic customer experiences (foundation models, orchestration, evaluation)
• Familiarity with knowledge management, retrieval, and content platforms
• Experience in HR technology, benefits, or healthcare
• Track record of building trust and safety into large-scale, high-sensitivity products

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 - 179,900.00 - 243,400.00 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. Veterans, military spouses, and people with disabilities are encouraged to apply.