Principal Product Mgmt-Tech, Customer Service Technology
Principal Product Mgmt-Tech, Customer Service Technology
Posted on :
05-05-2025
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1 Vacancy
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Job Description
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazons products using Artificial Intelligence Then were looking for you!
We are seeking a Principal Product Manager Tech to join the Customer Engagement Technology (CET) Team. You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to revolutionize how customers interact with Amazon Customer service. You will work directly with our science team to determine what products we should build to help resolve customer issues and reduce the total customer handling time. You will also own developing the roadmap and templates to train the LLM models. You will be a thought leader and innovator within the organization.
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering.
In this role you are expected to collaborate with WWCS product and engineering stakeholders to utilize LLMs within our newly redesigned world class customer service associate interface to help CSAs communicate with customers in any language and resolve customer issues quickly and efficiently. This position will be responsible for product strategy roadmap creation business case development financial analysis and resource scoping for a suite of GenAI products. A successful candidate should thrive in a highly collaborative ambiguous creative and fastpaced environment with a proven track record in taking on endtoend ownership and successfully delivering results.
Key job responsibilities
Define and drive the multiyear vision for the product portfolio
Work crossfunctionally to manage bottlenecks provide escalation management anticipate and make tradeoffs balance the business needs versus technical constraints and maximize business benefit while building great customer experiences.
Measure and analyze existing products for opportunities to innovate and improve.
Deliver longlasting foundational systematic solutions that pave the way for effective use of LLMs
Work with leaders across science tech product/program management corporate and operations to identify and manage new and existing opportunities initiatives and processes.
Deliver a 3YP (ThreeYear Plan) for longterm goals PRFAQ (Press Release FAQ) to refine new initiatives and BRD (Business Requirements Document) for project requirements.
Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
Assess product development efforts including research requirements definition metrics analysis technical specifications development and launch efforts.
Influence senior leaders across Amazon and communicate Amazon AIs vision strategy goals status and customer impact.
Mentor other product managers.
A day in the life
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
About the team
This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact ensuring customers can either resolve via selfservice (e.g. Chatbot) or connected with a customer service associate. Ultimately we reduce customer effort by improving the discoverability of customer ingresses creating a contact experience that effectively routes the customers to the quickest resolution as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals
Bachelors degree in engineering statistics computer science operations research business analytics information systems or equivalent
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
7 years of end to end product delivery experience
7 years of product or program management product marketing business development or technology experience
7 years of technical product or program management experience
Experience leading crossorganizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority
Experience working with and influencing senior level stakeholders
10 years of technical product or program management experience
10 years of product or program management product marketing business development or technology experience
10 years of end to end product delivery experience
Masters Degree in Business/Engineering/Analytics
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $161900/year in our lowest geographic market up to $279900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
We are seeking a Principal Product Manager Tech to join the Customer Engagement Technology (CET) Team. You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to revolutionize how customers interact with Amazon Customer service. You will work directly with our science team to determine what products we should build to help resolve customer issues and reduce the total customer handling time. You will also own developing the roadmap and templates to train the LLM models. You will be a thought leader and innovator within the organization.
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering.
In this role you are expected to collaborate with WWCS product and engineering stakeholders to utilize LLMs within our newly redesigned world class customer service associate interface to help CSAs communicate with customers in any language and resolve customer issues quickly and efficiently. This position will be responsible for product strategy roadmap creation business case development financial analysis and resource scoping for a suite of GenAI products. A successful candidate should thrive in a highly collaborative ambiguous creative and fastpaced environment with a proven track record in taking on endtoend ownership and successfully delivering results.
Key job responsibilities
Define and drive the multiyear vision for the product portfolio
Work crossfunctionally to manage bottlenecks provide escalation management anticipate and make tradeoffs balance the business needs versus technical constraints and maximize business benefit while building great customer experiences.
Measure and analyze existing products for opportunities to innovate and improve.
Deliver longlasting foundational systematic solutions that pave the way for effective use of LLMs
Work with leaders across science tech product/program management corporate and operations to identify and manage new and existing opportunities initiatives and processes.
Deliver a 3YP (ThreeYear Plan) for longterm goals PRFAQ (Press Release FAQ) to refine new initiatives and BRD (Business Requirements Document) for project requirements.
Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
Assess product development efforts including research requirements definition metrics analysis technical specifications development and launch efforts.
Influence senior leaders across Amazon and communicate Amazon AIs vision strategy goals status and customer impact.
Mentor other product managers.
A day in the life
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
About the team
This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact ensuring customers can either resolve via selfservice (e.g. Chatbot) or connected with a customer service associate. Ultimately we reduce customer effort by improving the discoverability of customer ingresses creating a contact experience that effectively routes the customers to the quickest resolution as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals
Bachelors degree in engineering statistics computer science operations research business analytics information systems or equivalent
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
7 years of end to end product delivery experience
7 years of product or program management product marketing business development or technology experience
7 years of technical product or program management experience
Experience leading crossorganizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority
Experience working with and influencing senior level stakeholders
10 years of technical product or program management experience
10 years of product or program management product marketing business development or technology experience
10 years of end to end product delivery experience
Masters Degree in Business/Engineering/Analytics
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $161900/year in our lowest geographic market up to $279900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Staff IC
Employment Type
Full-Time
Key Skills
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