Principal Product Manager Tech (PMT), HR Experience Technology

Own the product strategy for onboarding new organizations and populations onto Amazons HR support platformsincluding the largest subsidiary migration in PXT historyas we converge toward Service Central our next-generation AI-first platform that unifies HR support for 1.8 million Amazonians. As a Principal Product Manager - Tech in our HR Experience Tech (HRXT) team youll lead product delivery for a high-priority S Team -sponsored initiative to transition employees to Amazons HR support infrastructure while simultaneously building the scalable onboarding playbook that will define how new populations are brought onto Service Central as it becomes the single converged platform for all HR support at Amazon.

This is a rare opportunity to shape how Amazons HR technology evolves during a pivotal transformation. We are actively converging two major platformsHR Service Central (HRSC) and Universal Service Channel (USC)into Service Central a unified AI-first platform built on modern infrastructure that eliminates fragmented tools provides complete employee context through AI-powered intelligence and transforms HR support from reactive case management to proactive employee-centric experiences.

Youll work across a multi-product technology stack spanning case management AI-powered self-service content management intelligent routing voice infrastructure and unified employee data platformscoordinating across all of these to deliver seamless end-to-end employee experiences today while designing for the converged Service Central future. Youll partner with HR operations leaders business stakeholders engineering teams and domain experts to navigate complex organizational transitions while building the systems frameworks and processes that make future onboarding to Service Central dramatically faster and simpler.

This role demands someone who can hold two timelines simultaneously: delivering immediate business value through current-state platform onboarding while designing each investment to accelerate the Service Central convergence. Youll leverage AI capabilitiesincluding conversational AI agentic workflows proactive issue detection and unified employee contextto reimagine how new populations experience HR support from day one on the converged platform.

Key job responsibilities
- Own the product vision and strategy for cross-platform HR technology solutions identifying opportunities to create seamless experiences across Service Central HRSC USC and PXT CMS.
- Own the end-to-end product strategy and delivery for a high-priority executive-sponsored initiative to transition a major Amazon subsidiarys employee population onto Amazons HR support infrastructure across a phased timeline from pilot through full cutover
- Define and execute the product roadmap across multiple platforms (case management self-service content management routing etc.) to deliver seamless employee experiences during complex organizational transitions
- Build a scalable repeatable platform onboarding framework that reduces time-to-onboard for future customer populations from months to weeksestablishing the playbook for how new organizations domains and subsidiaries are brought onto Amazons HR support ecosystem
- Partner with HR operations leaders and business stakeholders across Amazon and subsidiary organizations to define support models map service catalogues and design employee experiences that maintain a consistently high bar throughout migration phases
- Lead product decisions for dual-system transitions where employees and support teams must navigate parallel infrastructures designing mitigation strategies that prevent service degradation and context loss
- Drive platform expansion initiatives including new domain onboarding regional expansion and centralization model support (cluster models regional queues pooled support)
- Define success metrics and measurement frameworks across employee experience (satisfaction resolution times abandonment rates) operational efficiency (case volumes agent productivity) and technical performance (system availability integration reliability)
- Collaborate with AI/ML teams to leverage agentic capabilities content automation and intelligent routing to accelerate onboarding and improve support quality for newly onboarded populations
- Navigate complex stakeholder environments with competing priorities building alignment across PXT leadership subsidiary HR leaders operations teams and technology partners
- Identify and de-risk technical dependencies across multi-system integrations ensuring business continuity is maintained at every phase of migration and expansion

A day in the life
Your morning starts with reviewing the latest site dial-up metrics from your subsidiary migration initiativeyoure tracking single-contact resolution rates AI self-service adoption and case routing accuracy as the pilot expands to the next wave of locations. You notice that a specific inquiry category is routing correctly through the current-state platform but employees are abandoning at a system redirect. You draft a proposal that solves the immediate friction while designing the fix to align with Service Centrals AI-native architectureensuring this solution wont need to be rebuilt during convergence.

Mid-morning you join a working session with subsidiary HR leaders to finalize the support model for their HR teams. You work through questions about role definitions permission structures and how site-level HR partners will use the platform for case management and investigations. A key discussion emerges about cross-team case visibilitysubsidiary HR teams need to see cases managed by central support teams. You recognize this as a Service Central convergence opportunity: rather than building a point solution in the current platform you advocate for accelerating the closed-loop experience that Service Centrals unified work tracking will provide natively designing a transition path that bridges current needs with the converged future.

After lunch you shift to your platform expansion portfolio. A regional HR organization relaunch is on track and youre reviewing requirements for the next onboarding candidatea domain team that needs cluster-level queues and custom routing logic. You pull up Service Centrals domain onboarding architecture and work with the platform team to validate that your standardized onboarding template aligns with Service Centrals tenant/domain model ensuring that each new population you onboard today can be migrated to Service Central with minimal rework.

In the afternoon you present your Q3 roadmap to senior leadership framing your work through the Service Central lens: the subsidiary migrations infrastructure investmentscustom routing configurations content migration patterns AI self-service playbooks domain configuration standardsbecome the reusable onboarding accelerators that Service Central needs to scale. You demonstrate how the full subsidiary cutover positions them as the proof point for Service Centrals promise: a single AI-native platform where every employee receives proactive effortless personalized HR support regardless of which organization they belong to.

You end your day in a convergence planning session with the Service Central platform team mapping your subsidiarys unique requirements (support models content taxonomies routing logic) against Service Centrals Phase 3 global expansion capabilities. Youre ensuring your onboarding playbook directly informs what new population onboarding looks like when Service Central is the destinationnot just the aspiration.

About the team
The HR Experience Technology (HRXT) team is on a mission to fundamentally reshape HR work at Amazon. We bring together PXT (People Experience and Technology) teams and harness technology to provide seamless intuitive experiences for HR teams serving all Amazonians. Our vision focuses on elevating HR service delivery through integrated technology solutions that span multiple platforms and touchpoints.
We own four customer-facing products that form the backbone of HR technology at Amazon: HR Service Central (HRSC) a unified workflow platform serving 11000 HR users across 68 countries.
Our team culture embraces innovation and experimentation particularly in applying new technologies to solve complex HR challenges. Were now focused on expanding beyond individual product capabilities to create a truly integrated product suite that delivers end-to-end solutions for HR teams and employees.
As part of our team youll work with talented engineers product managers and designers who are passionate about using technology to transform the employee experience. Youll have the opportunity to shape the future of HR service delivery at Amazon creating solutions that will impact over a million employees globally while setting new standards for integrated HR technology platforms.
Join us to be at the forefront of redefining the HR experience through technology innovation!

- Bachelors degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience technical product management

- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies business analysis or process improvement

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 Bellevue - 179900.00 - 243400.00 USD annually