Principal Product Manager, Technical Product Strategy & Operations, Amazon Customer Service

We are seeking a Principal Product Manager Technical Product Strategy & Operations to serve as the chief of staff for Data & Context Intelligencedriving the technical product strategy and operations that enable our organization to deliver AI-native solutions with measurable business and customer impact.

This is a visible role working closely with senior leaders to align product strategy operational priorities and cross-functional execution. You will partner with leadership to ensure the organization operates with clarity speed and accountabilityconnecting vision to delivery across a large distributed team.

You will join the Data Intelligence team a new function within Amazon Customer Servicea global organization of applied scientists data scientists economists software engineers data engineers and technical product managers advancing AI capabilities. We build data solutions and contextual intelligence using Agentic AI Generative AI Natural Language Processing Ontology Reinforcement Learning Knowledge Graphs Model Context Protocol and Multi-Agent Architectures. We move with urgency build for the long term and focus on getting the customer experience rightbecause our work succeeds only when it improves outcomes for customers.

Key job responsibilities
- Drive Technical Product Strategy and Operations: Own the operating cadence for the organizationcoordinating strategic planning goal-setting business reviews and operational processes that keep the team aligned and moving at pace. Translate organizational strategy into clear execution plans with measurable milestones.
- Serve as Chief of Staff to Senior Leadership: Act as a trusted advisor to senior leadershippulling together inputs across product science engineering and business teams to frame decisions drive alignment and move the most critical priorities forward. Represent leadership in cross-organizational forums and ensure follow-through on commitments.
- Define and Align the Product Portfolio Strategy: Work with product science and engineering leaders to define and maintain a clear product portfolio strategy and roadmap. Identify strategic gaps resolve competing priorities and ensure the portfolio is focused on customer impact technical leverage and business outcomes.
- Orchestrate Cross-Functional Execution: Drive alignment across product management engineering applied science analytics data science and technical program management. Break down silos remove blockers and create processes that enable faster higher-quality delivery across teams.
- Build and Scale Operational Excellence: Design and implement the operational frameworks reporting structures and governance processes that help the organization scale. Establish regular business review cyclesweekly monthly and quarterlythat surface insights drive accountability and inform decisions.
- Make Sound Strategic and Product Decisions: Make critical calls on resource allocation product investment priorities and organizational trade-offsbalancing long-term strategy with near-term delivery. Identify which decisions are reversible and which are not and ensure the right trade-offs across speed quality and impact.
- Shape the Organizational Strategy and Narrative: Write the strategic narratives vision documents and executive communications that define the organizations direction and build alignment across Amazon Customer Service and cross-functional partners. Own the preparation of leadership-level documents including annual operating plans strategic proposals and product vision documents.
- Support Organizational Health and Talent Strategy: Partner with senior leadership to strengthen organizational healthsupporting talent development succession planning and team structure decisions. Help ensure the right people are in the right roles with clear charters and accountability.


A day in the life
You will be the strategic and operational backbone of the organization. No two days look the same but every day is about helping the team move faster and deliver better customer outcomes. You might start the morning reviewing organizational metrics operational health and escalations to set the leadership agenda. By midday youre running a product portfolio reviewworking through trade-offs across priorities and driving decisions on where to invest. By afternoon youre preparing a strategic narrative for a VP-level review unblocking a cross-team dependency or standing up a new process to close a gap. You will work across the full scope of the businessfrom AI product strategy to organizational design to executive communicationshelping the Data Intelligence organization deliver on its mission to improve customer experiences through AI.
This role needs a leader who is comfortable with ambiguity operates with good judgment and stays focused on outcomes that matter.


About the team
The Data Intelligence team is a new function within Amazon Customer Service a global cross-functional organization of applied scientists data scientists economists software engineers data engineers and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.

We build data solutions and contextual intelligence using Generative AI Machine Learning Natural Language Processing Ontology Agentic AI Multi-Agentic AI Architectures Reinforcement Learning Knowledge Graphs and Model Context Protocol. We move with urgency build for the long term and prioritize getting customer experience right because our work is only successful when it meaningfully improves outcomes for customers.

- Bachelors degree or above in computer science computer engineering or related field
- Experience working directly with senior executives and leadership teams
- 5 years of product or program management product marketing business development or operations experience
- 5 years of working cross functionally with tech teams experience
- 10 years of combined product operational and strategic leadership experience

- Experience in AI machine learning or data-driven product organizations including familiarity with Generative AI Agentic AI Natural Language Processing or Knowledge Graphs
- Experience owning organizational operating rhythms including strategic planning business reviews and portfolio governance
- Experience writing executive-level narratives strategic documents and communications for VP audiences
- Experience driving organizational change and scaling teams in fast-moving ambiguous environments
- Knowledge of software engineering practices and product development approaches in AI-native organizations

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.

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 WA Seattle - 179900.00 - 243400.00 USD annually