Principal Product Manager - Technical, Amazon Customer Service

Job description

The Customer Service Service Design team is a new organization within Amazon Customer Service (CS) that exists to strengthen the perception of Amazon's Customer Service — translating our Customer Obsession into a reason why customers would choose to buy from Amazon over any other experience. We do this through measuring customer perception, creating products and programs that drive customer loyalty, and ensuring a unified face for Customer Service across all Amazon Stores products, services, and customer interactions. We are seeking a Principal Product Manager – Technical to own and scale a solution that will serve as the single source of truth for all Customer Service policies, transforming how Amazon defines, governs, measures, and evolves the policies that guide every customer interaction. Key job responsibilities: An ideal candidate will have extensive background in tech product management, demonstrated leadership of high-impact platform initiatives, fluency with analytics and measurement frameworks, and experience building and launching products at scale. You possess the ability to synthesize complex operational pain points, craft product vision and roadmaps, develop requireme...