Principal Product Mgr Support Experience, Ship with Amazon

Amazon

Arlington (VA)

On-site

USD 162,000 - 219,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

401(k) matching

Parental leave

Job summary

Amazon Shipping is seeking a Principal Product Manager to own the strategic vision and multi-year roadmap for the Shipper Support Experience across three customer segments. You will drive end-to-end product delivery, collaborate with Support Ops, Sales, and Finance, and lead cross-functional and remote teams to transform support into a differentiator for profitability.

The role requires 10+ years of product leadership, deep experience with contact centre tech (Amazon Connect, Zendesk, Salesforce

Qualifications

Bachelor's degree or above in computer science, computer engineering, or related field.
10+ years of end to end product delivery experience.
Experience working with technical and product stakeholders to define requirements, prioritise features, and influence product roadmaps.
Experience managing competing priorities and using metrics to drive business decisions.
Experience collaborating and influencing multiple teams across multiple organisations.
7+ years of experience building customer support, contact centre, or self-service products.

Responsibilities

Define the strategic vision and own the long-term roadmap for the Shipper Support Experience across three customer segments and across all support surfaces.
Own the contact reduction P&L: tie support contacts per shipment to root causes and influence fixes at the source.
Set the GenAI strategy for support: roadmap for AI-powered self-service, associate copilot, and predictive contact avoidance.
Define user stories and product requirements while contributing to the technical design of new support platform capabilities.
Engage with stakeholders to prioritise features and drive go-to-market strategies while balancing deflection, quality, productivity, and time-to-market.
Influence executive leadership on the multi-year investment case for support transformation.
Represent the Shipper Support Experience in leadership reviews and cross-Amazon forums.
Display self-starter mentality and dive into data to uncover meaningful insights.
Up to 10% travel.

Skills

Product strategy

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree in CS/CE or related

Master's degree preferred

Tools

Amazon Connect

Salesforce Service Cloud

Zendesk

Genesys

Job description

Principal Product Mgr Support Experience, Ship with Amazon

Job ID: 10483626 | Amazon.com Services LLC

As a Principal PM, you will define and own the strategic vision and multi-year roadmap for the Shipper Support Experience in the Amazon Shipping organization. This leader owns support end-to-end across three customer segments: prospective shippers evaluating Amazon Shipping, active shippers running daily operations, and recipients resolving delivery issues. The role's strategic thesis is to make support costs scale sublinearly with volume by eliminating contacts at their root cause, deflecting routine inquiries through self-service and AI, and equipping associates with tooling that resolves the remaining contacts in a single interaction. You will work closely with stakeholders from Support Operations, Partner Product Charters, Sales, and Operations Leadership to make support a strategic differentiator rather than a cost centre on Amazon Shipping's path to profitability.

The ideal candidate has a strong background in customer support and contact centre products (Paragon, Amazon Connect, Salesforce Service Cloud, Zendesk or Genesys), combined with a solid understanding of current technologies (GenAI agents, conversational AI, chatbots, APIs, mobile). S/he can develop and drive high-level strategic initiatives across a multi-year horizon, but also roll up their sleeves, dig into contact-driver data, and get the job done. Maturity, strong business judgment, ability to influence cross-functional and remote teams, a customer-centric and analytical mindset, and comfort operating at the intersection of product, operations, and finance are essential. This opportunity requires excellent product management, prioritisation, and executive communication skills, as well as the ability to navigate ambiguity across three distinct customer segments and multiple support channels.

Key job responsibilities

Define the strategic vision and own the long-term roadmap for the Shipper Support Experience across all three customer segments (pre-login leads, active shippers, recipients) and across all support surfaces (self-service, chatbot, live chat, phone, email, associate workbench)
Own the contact reduction P&L: build the mechanism that ties support contacts per shipment to root causes in partner product charters (Onboarding, Digital Experience, Communications, Pickup Experience, Under the Roof, API/Account Configurations) and influence those teams to fix defects at the source
Set the GenAI strategy for support: define the roadmap for AI-powered self-service, associate copilot, and predictive contact avoidance, working with engineering to integrate these into the broader ecosystem
Define user stories and product requirements while contributing to the technical design of new support platform capabilities, self-service tooling, and associate tools
Engage with stakeholders to prioritise features and drive go-to-market strategies while making appropriate trade-offs between deflection, resolution quality, associate productivity, and time-to-market
Influence executive leadership across Amazon Shipping Product, Tech, and Operations on the multi-year investment case for support transformation; reframe the internal narrative from cost centre to strategic differentiator
Represent the Shipper Support Experience in leadership reviews, OP1/OP2 planning, and cross-Amazon forums where support strategy intersects with Retail, AWS, and other Amazon support organisations
Display self-starter mentality and the ability to dive below the surface, working directly with contact-driver data to uncover the "so what" rather than just the symptoms
Up to 10% travel (including periodic visits to Costa Rica and other support sites)

About the team

Join Amazon Shipping (SWA) to build the next $100B initiative. Shape the future of shipping as a part of a new, emerging business and solve the biggest customer pain points in the small parcel logistics industry globally.

It’s no secret that Amazon relies on its technology to deliver millions of packages every day to its customers – on time, with low cost. We, the Product and Technology organisation, simplify complex software solutions that work across our shippers, vendors, and warehouses to optimise both time & cost of get the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large shippers, operators and drivers worldwide, manage business rules for millions of unique products, and improve the ordering and delivery experience for millions of online shoppers. That said, this remains a fast growing business and our technical journey has only started. Our mission is to build the most efficient and optimal shipping solution on the planet, using our technology and engineering muscle as our biggest advantage. We aim to leverage top technologies in big data and optimisation techniques to operate high volume, low latency, and high availability services.

Basic Qualifications

Bachelor's degree or above in computer science, computer engineering, or related field
10+ years of end to end product delivery experience
Experience working with technical and product stakeholders to define requirements, prioritise features, and influence product roadmaps
Experience managing competing priorities and using metrics to drive business decisions
Experience collaborating and influencing multiple teams across multiple organisations
7+ years of experience building customer support, contact centre, or self-service products

Preferred Qualifications

Master's degree or above in management, business administration, economics, engineering, marketing
Experience with AI/ML technologies
Experience with Support platforms (Amazon Connect, Salesforce Service Cloud, Zendesk, Genesys) or associate workbench tooling
Experience in logistics, shipping, or supply chain technology industries
Experience owning a contact deflection or cost-per-contact P&L

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 .