Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers.
The Customer Facing Solutions (CFS) organization powers CS by developing elegant customer-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customer issues using our associate-facing products powered through human-centered design. This role will drive the vision and strategy for building self-service and automation solutions for CS, specifically for Amazon Business customers.
We are seeking a Principal Product Manager - Tech to lead our customer-facing homepage and chat experience and define our 3-5 year strategic roadmap for Amazon Business customers. In this role, you will build innovative solutions that enable Amazon Business customers to effortlessly resolve their issues globally within one cohesive interaction. As the product owner, you will be asked to develop deep customer expertise and lead research initiatives to identify breakthrough opportunities, bring sufficient technical depth to evaluate engineering proposals, define success criteria and experimentation strategies, and influence without authority across VP-level organizations.
Key job responsibilities
- Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity — partnering with design on prototypes, balancing constraints (compliance, localization, accessibility), and establishing CX standards adopted across teams.
- Own a 3–5 year strategic roadmap, driving clarity and frameworks where opportunity and strategy are ambiguous.
- Develop deep customer expertise through direct engagement with senior decision-makers, leading research initiatives to identify breakthrough opportunities across segments and use cases.
- Bring sufficient technical depth to evaluate engineering proposals, shape architecture decisions, and identify trade-offs.
- Define success criteria and experimentation strategies — distinguishing output from outcome metrics, analyzing usage data and market trends.
- Influence without authority across VP-level organizations — aligning engineering, design, science, finance, marketing, sales, legal, and operations through written narratives, PR/FAQs, and executive forums.
- Handle complex cross-org execution — owning dependencies, making judgment calls on launch readiness vs. learning velocity, and driving sustained adoption and performance across large customer bases.
- Demonstrate domain expertise with deep knowledge of core technologies, identifying gaps and opportunities across capabilities, regions, and architectures to invent, evolve, and simplify products.
- Develop PM talent and community — actively recruiting, mentoring, coaching, and contributing to Principal PM promotion assessments to amplify organizational impact.
