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 time—so 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 organization—product, engineering, science, analytics, and operations—to build the processes and reporting that keep everything on track.
You will join the Data Intelligence team, a new function within Amazon Customer Service—a 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 right—because 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 organization—including 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 gap—whether it's a missing process, a broken handoff, or a reporting blind spot—you 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 clearly—highlighting what's important, what the trade-offs are, and what actions are needed.
A day in the life
No two days are exactly the same, but here's what a typical day might look like. In 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, you're 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 review—walking leadership through performance data, surfacing key decisions, and capturing action items. In the afternoon, you're 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 day's 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.
