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Principal Product Manager, Corp - Customer Service - Customer Engagement Technology, Corp - Customer Service - Customer Engagement Technology



27d ago

Applications are closed

  • Job
    Expert Level
  • Product
  • $145.7K - $240.9K
  • Seattle


  • 10+ years of product or program management, product marketing, business development or technology experience
  • 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
  • Bachelor's degree
  • Experience owning/driving roadmap strategy and definition
  • Experience with end to end product delivery
  • Experience with feature delivery and tradeoffs of a product
  • Experience as a product manager or owner
  • Preferred Qualifications:
  • Experience owning technology products


  • Lead Product Definition – Own and drive the customer working backwards strategy, tenets, long-term goals and working backwards documents including customer and market feedback, competitive analysis and business metrics to inform direction.
  • Define Product Vision – Including future roadmap, investment, innovation and experimentation.
  • Lead Technology Vision – Work with technology teams to align development with product roadmap.
  • Lead Product Launch – Own the GTM plan to deliver results that ensure the customer and business goals are met in operational launch plans.
  • Lead Product Operations – Including monitoring and response to customer feedback, continuous product improvement and business growth.
  • Lead interaction with Cross Functional Teams – Including working closing with high-energy team consisting of Engineers and Program Managers and executive leadership, making tradeoffs based on customer requirements, QA/testing of the product.
  • A day in the life:
  • In this role you will track deliverables of our engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will work with AWS and other partner organizations to strategize on the vision and roadmap for CS and help drive execution. You will be responsible for key work streams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.


What is the primary focus of this role as a Principal Product Manager for Customer Engagement Technology?

The primary focus of this role is to define and execute the roadmap for customer service call center management products, working across various technical development and business verticals within Amazon's Customer Service organization.

What are some key responsibilities of this position?

Some key responsibilities include identifying and prioritizing features to scale call center management products on a cloud-based infrastructure, partnering with software development teams to execute and iterate on solutions, and collaborating with cross-functional teams to address complex business challenges.

What qualities are important for a successful candidate in this role?

A successful candidate for this role should be an effective communicator, able to earn the trust of stakeholders, data-driven, customer-obsessed, and willing to experiment, fail fast, learn, and iterate to continuously improve products. They should also have a strong understanding of how metrics relate to business problems and frontline operations.

How does this role contribute to Amazon's mission of being the most customer-centric company?

This role plays a crucial part in ensuring that Amazon's Customer Service organization is equipped with the technology and tools necessary to provide world-class support to customers around the clock and in multiple languages. By developing innovative products and solutions, the Principal Product Manager helps advance Amazon's mission of being customer-centric.

Retail & Consumer Goods
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.