AmazonPrincipal Product Manager- Tech , Amazon Customer Service
Amazon is hiring a Principal Product Manager- Tech , Amazon Customer Service in Seattle, United States. It pays $180k-$243k a year and Level rates it ; you can apply on Amazon.
Level's read on this job
- On Level's scale, this AI product manager role is Works on AI ●●●○: the daily work is on AI products, without building the model.
- The listed pay starts close to the typical AI product manager posting on Level.
- Level classifies it as a lead role.
- Level lists 20,000+ other open roles at Amazon.
- The role was posted in the last few days.
AI in this role
We care deeply about delivering a Best-in-class Customer Experience (CX) throughout a shopping journey -- including when customers face issues with their purchases / delivery, have questions related to their returns / payments, or a variety of other Customer Service topics.
We are seeking a Principal Product Manager - Tech to own the end-to-end strategy and launch of agentic AI capabilities that would enable Amazon customers to seamlessly initiate and complete their Customer Service support needs via the Alexa For Shopping AI Assistant (formerly known as Rufus) across mobile and desktop devices. They will also own our strategy and implementation of Third-Party Agentic AI integrations for Amazon’s Customer Service capabilities and will define and execute on a strategy for handling AI bots operating on behalf of our customers. This is a newly created role to drive SVP-level priorities.
The role is more than driving a set of CX features - you will make platform-level decisions that teams across CS rely on, and you will be looked upon as a thought leader to drive technology architecture changes. You will have a significant influence in the future direction of systems that powers key CXs and drive the 0-to-1 product vision for emerging areas / use cases that you will pioneer, including deeper and more robust agentic AI integration, personalization that deepens over time - balancing AI and automated capabilities with customer trust and reliability.
You will be a key Product leader in the CS org with regular interaction with senior leadership and will broad stakeholder visibility. You will join a high-performing Product team with a dedicated engineering org that you will work with to execute on your roadmap. You also get to work closely with Applied Science, User Experience, Finance, Business Intelligence teams.
Key job responsibilities
- Own the product vision, strategy, and multi-year roadmap for an SVP-visible initiative to build Agentic AI experiences on Alexa for Shopping (AFS), 3P Agentic AI integrations, and handling AI bots
- Define requirements / success metrics, design sophisticated experimentation strategies, and establish measurement frameworks adopted across organizations
- Advocate on behalf of customers in strategy discussions and lead our product thinking to shape the direction of key AI-powered tech primitives
- Author high-quality strategy documents (e.g., PRFAQs) that you present to senior CS leaders, up to SVP-level. Drive alignment across multiple VP organizations, and influence without authority across engineering, design, marketing, and operations
- Drive Customer Experience Excellence and champion exceptional UX grounded in design principles, partner with design teams, and establish experience standards for other teams that work on our products
- Develop and execute rigorous product evaluation frameworks (evals) to measure LLM and AI feature accuracy, latency, and user experience, translating quantitative metrics into actionable product improvements and roadmap priorities.
- Handle multi-org launches, drive sustained adoption across large customer bases, and own critical customer/executive engagement
- Actively recruit PM talent, mentor others, and shape the broader PM community through coaching and best practice sharing
Basic qualifications
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience technical product management
- 6+ years of end to end product delivery experience
Preferred qualifications
- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement
- 8+ years of technical product or program management experience
- Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits.
USA, WA, Seattle - 179,900.00 - 243,400.00 USD annually
How we rate this
Principal Product Manager- Tech , Amazon Customer Service at Amazon rates 71 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
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Pay
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- $178k
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