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 requirements, and manage all aspects of execution across highly matrixed organizations. This role requires rapid learning in new domain areas, deep understanding of integration between systems, and technical skillsets in analyzing data to make product decisions.

This role is inherently cross-functional — you will work closely with CS Operations, Policy Teams, Tech and Resolver Development, Content and Knowledge teams, and Customer Experience and Quality organizations. The successful candidate will be an independent thinker, able to communicate persuasively, and comes with a strong bias to get things done. You will also play a key role in raising the product and technical acumen of the broader CS Experience team, mentoring others on best practices in product management and driving clarity in how we intake, prioritize, and measure commitments across planning sprints.

This role will be a good fit if you are a builder who thrives under the responsibility of creating product vision, driving tech execution, and delivering large-scale organizational impact — with an impeccable ability to communicate verbally and in writing. A good candidate will also be energized by failing fast, learning, and building again, as this is a new space that will require rapid prototyping to get things right.