AmazonPrincipal Product Manager – Tech, Quality Of Service, Amazon Customer Service
Amazon is hiring a Principal Product Manager – Tech, Quality Of Service, 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 customer service role is Little AI ●○○○: aI is not part of the work.
- The listed pay starts 84% above the typical customer service posting on Level.
- Tools and skills the posting cites include product management, observability and customer experience.
- Level classifies it as an executive role.
- Level lists 20,000+ other open roles at Amazon.
AI in this role
Define and drive the product vision and roadmap to build end-to-end customer service observability and quality measurement.
A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures, and improves customer experience across all interactions.
QoS will establish consistent, scalable measurement frameworks, strengthen observability, and deliver mechanisms that turn insights into continuous improvement. It will surface key customer experience trends, defects, and gaps across all touchpoints (human-assisted, self-service, etc.) to enable faster, data-driven action at scale.
The Principal Product Manager – Tech, QoS will define and drive the long-term product vision and multi-year roadmap to build end-to-end CS observability, improve interaction measurement, and elevate the overall CS interaction experience. This role will lead cross-functional product execution across highly matrixed teams, translating complex business and technical requirements into scalable, data-driven solutions that deliver measurable customer and business impact.
Key job responsibilities
- Define, own and drive the long-term product vision, strategy, and roadmap, translating customer needs and org wide opportunities into technical product solutions.
- Own product-level success metrics aligned to organizational goals, including reducing cost-to-serve, strengthening foundational technology, and enhancing the Amazon customer experience.
- Serve as an escalation point for cross-functional blockers and product-level one-way and two-door decisions.
- Lead end-to-end product execution across highly matrixed organizations, partnering closely with Engineering, Tech, Operations, CX Metrics, Quality and Program teams to deliver measurable business and customer impact at scale.
- Synthesize complex business, operational, and technical requirements into clear product narratives (BRDs), prioritization frameworks, and execution plans that enable alignment across senior stakeholders and partner teams to deliver.
- Establish mechanisms to intake, prioritize, track, and measure product commitments, leveraging analytics, experimentation, and data-driven decision making to continuously improve outcomes and accelerate delivery.
- Optimize and evaluate product efficiency over the product lifecycle.
- Demonstrate deep technical fluency across systems integrations, platform dependencies, and product architectures, enabling effective partnership with engineering teams and informed product trade-off decisions.
- Operate autonomously with high judgment in ambiguous and rapidly evolving environments, rapidly learning new domains, driving clarity where none exists, and balancing speed with long-term scalability.
- Develop and mentor the Technical Product Management community across the organization, fostering capability growth, knowledge sharing, and leadership development.
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
- 4+ years of technical product or program management experience
Preferred qualifications
- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement
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, Quality Of Service, Amazon Customer Service at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● 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.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- This job starts at
- $180k
- Typical customer service job
- $98k
This posting starts 84% above the typical customer service job. See customer service jobs
Questions you could be asked
- Tell me about a project where product management was part of your work. What did you do?
- Tell me about a project where observability was part of your work. What did you do?
- Tell me about a project where customer experience was part of your work. What did you do?
- Tell me about a project where data analysis was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Product Management, Observability, Customer Experience, and Data Analysis. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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