Amazon Customer Service is reimagining the associate experience from the ground up. We're building a future where every associate—from their first day through their entire career—has an experience designed around them as individuals.
Network Solutions is seeking a Principal Product Manager - Technical to lead product strategy for the Associate Journey. You'll define what capabilities empower Customer Service associates and why they matter—from pre-hire through onboarding, training, scheduling, and career progression. You'll build AI-native product capabilities that personalize the associate experience and enable associates to do their best work serving customers.
You'll work at the intersection of product strategy, AI/ML, human-centered design, and experimentation. When we get this right, attrition goes down, Total Customer Value goes up, and Amazon Customer Service becomes the primary reason customers choose Amazon.
This is a ground-up build applying new approaches to longstanding challenges at Amazon's scale. You'll work in a high-ambiguity environment where you'll define product vision without established playbooks. Success requires partnering with Service Delivery Operations teams to understand frontline realities and translate them into product requirements that work at scale.
You'll drive product strategy across multiple capability areas, influence senior leadership on investment priorities, and build the product vision that defines the associate experience for years to come.
Key job responsibilities
- Own product vision, strategy, and capability roadmap for Associate Journey spanning pre-hire through tenured associate experiences
- Define what we build and why—translating associate needs into product capabilities that drive measurable business outcomes
- Drive AI-native product development leveraging ML/AI to personalize onboarding, training, scheduling, and career development
- Partner with Applied Science and Data Engineering to define predictive models and intelligent systems that serve product goals
- Partner with UX and Behavioral Science teams to design and validate product experiences through experimentation and user research
- Lead experimentation strategy using A/B testing frameworks to validate product hypotheses and measure impact
- Partner with Service Delivery Operations teams to understand frontline needs and validate product hypotheses
- Define product metrics and success criteria measuring associate experience, engagement, retention, and business impact
