AmazonPrincipal Product Manager - Technical, Amazon Customer Service
Amazon is hiring a Principal Product Manager - Technical, Amazon Customer Service in Seattle, United States. It pays $180k-$243k a year and Level rates it ; you can apply on Level.
AI in this role
Lead end-to-end product lifecycles for large-scale applied AI and generative AI capabilities in Amazon Customer Service.
We are seeking an experienced AI Product Manager - Technical to own the end-to-end lifecycle of large-scale AI products that transform how millions of customers experience Amazon. This role combines deep technical acumen with business strategy to drive products that don't just meet requirements, they redefine what's possible in customer service and experience at global scale.
The Data Intelligence team is a new function within Amazon Customer Service. a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities. We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agent Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and obsess over getting customer experience right, because our work succeeds only when it creates meaningful impact and improves outcomes for customers.
Key job responsibilities
- Own the Complete Product Lifecycle: You will define and communicate strategic vision and long-term roadmaps, drive cross-functional teams toward successful execution, and maintain accountability for customer outcomes and product reliability.
- Develop Product Strategy and Communications: You will craft clear, differentiated value propositions tailored for diverse audiences including leadership.
- Navigate Ambiguity and Drive Invention: You will identify where invention is needed, take smart risks, distinguish between one-way and two-way doors, and ensure gaps and opportunities within or between regions, architectures, and business organizations are identified and addressed.
- Build Consensus Across Functions: You will partner effectively with design, engineering, science, and other leaders to align roadmap priorities and influence cross-functional strategies.
- Develop and Mentor Technical Product Leaders: You will actively contribute to talent acquisition, participate in hiring and interview processes, and play a role in the career development of other product managers.
A day in the life
A typical day as an AI Product Manager, Technical, in the Data Intelligence team involves combining strategic vision with hands-on problem-solving across machine learning, generative AI, natural language processing, agentic AI, multi-agentic AI architectures, and advanced data science. You will own complex product initiatives, ensure alignment with customer needs and business objectives, and translate customer and business requirements into practical AI-driven solutions.
Working collaboratively with cross-functional teams including applied scientists, data engineers, software engineers, and business leaders, you will define product direction, evaluate technical approaches, and focus on customer impact, efficiency, and scalability.
About the team
The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.
We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agentic AI Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and prioritize getting customer experience right, because our work is only successful when it meaningfully improves outcomes for customers.
Basic qualifications
- Bachelor's degree
- 7+ years of end to end product delivery experience
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
Preferred qualifications
- Experience working directly with Engineers on product enhancements
- Experience in project management methodologies, business analysis, or process improvement
- Experience leading engineering discussions around technology decisions and strategy related to a product
- 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 - Technical, Amazon Customer Service at Amazon rates 75 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. Open the description and count.
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
Questions you could be asked
- How do you decide which parts of a product should use AI versus a fixed set of rules?
- What NLP problem have you worked on, and how did you measure whether it actually worked?
- Tell me about a project where product management was part of your work. What did you do?
- Tell me about a project where strategy was part of your work. What did you do?
- Tell me about a project where cross functional leadership was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: AI Product, NLP, Product Management, Strategy, and Cross Functional Leadership. 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.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
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