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

We are seeking a Principal Product Manager Product Strategy & Business Operations to lead the planning reporting and operational cadence that keeps our organization running effectively and delivering results. This role is about making sure the right information reaches the right people at the right timeso leadership can make better decisions teams stay aligned and the organization can move quickly.

You will own the end-to-end rhythm of business for the Data Intelligence organization within Amazon Customer Service. That means designing and running the regular cycles of planning goal-setting progress tracking and business reviews that connect our day-to-day work to our long-term strategy. You will work across every function in the organizationproduct engineering science analytics and operationsto build the processes and reporting that keep everything on track.

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
- Own the Rhythm of Business: Design and run the operational cadence for the organizationincluding weekly monthly and quarterly business reviews annual planning cycles and goal-setting processes. Make sure these cycles are well-structured efficient and focused on the metrics and outcomes that matter.
- Drive Strategic Planning and Goal Alignment: Lead the annual and mid-year planning processes working with leaders across the organization to set goals define priorities and allocate resources. - Ensure that team-level plans connect clearly to organizational and company-level objectives.
- Build and Manage Business Reporting: Create and maintain the dashboards scorecards and reports that give leadership clear visibility into organizational performance. Track progress against goals surface risks and opportunities early and ensure data is accurate and actionable.
- Run Business Reviews: Prepare and facilitate regular business reviews with senior leadership. This includes gathering inputs from across the organization framing the key topics for discussion and ensuring clear follow-ups and owners after each review.
- Manage Cross-Functional Coordination: Work across product engineering science analytics and operations to gather status updates resolve dependencies and ensure the organization is operating as one team. Serve as the central point of coordination for cross-cutting initiatives and organizational priorities.
- Own Executive Communications: Help prepare the documents and presentations that senior leaders use to communicate with executives peers and stakeholders. This includes annual operating plans business update documents organizational strategy narratives and ad hoc briefings.
- Identify and Close Operational Gaps: Continuously look for ways to make the organization run better. When you see a gapwhether its a missing process a broken handoff or a reporting blind spotyou take ownership of fixing it.
- Enable Decision-Making: Ensure leaders have the information they need to make good decisions. This means not just delivering data but framing it clearlyhighlighting whats important what the trade-offs are and what actions are needed.

A day in the life
No two days are exactly the same but heres what a typical day might look the morning you review the latest organizational metrics and flag anything that needs leadership attention. You check in with a few team leads to get updates on key initiatives and make sure the weekly business review deck is on track. By midday youre in a planning session with product and science leaders working through resource trade-offs for the next quarter. After lunch you facilitate the weekly business reviewwalking leadership through performance data surfacing key decisions and capturing action the afternoon youre drafting a section of the annual operating plan or building out a new reporting view that a leader requested. Before you wrap up you send a summary of the days key decisions and open items to the leadership team. This role is ideal for someone who enjoys bringing structure to complexity is energized by making organizations run well and takes pride in enabling others to do their best work.


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 in business administration finance economics computer science data science engineering or other related field
- 10 years of product or program management product marketing business development or technology experience
- 5 years of experience working with senior leaders and cross-functional teams in large organizations

- MBA
- Experience blending product and program management skills to execute strategic initiatives about process creation standardization and improvement
- Experience applying AI and machine learning to customer-facing products at global scale including Generative AI Agentic AI Natural Language Processing or Knowledge Graphs
- Experience owning product lifecycle from concept through launch including roadmap strategy and prioritization
- Knowledge of software engineering practices and patterns for AI-native product development

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 - 161900.00 - 219000.00 USD annually