Principal Product Manager, Amazon Customer Service

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth’s most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience – across all of our CS channels – in every interaction.

We are seeking a strategic leader who thrives in ambiguous environments to architect, help orchestrate and craft large-scale change initiatives across our organization. In this role, you will design, implement, and manage transformation programs that drive operational excellence, cultural evolution, and business performance. You will work cross-functionally to assess and re-imagine how people, processes, and technology can best support our organizational goals and priorities, and lead change management efforts to implement improvements. This effort requires a deep, thorough assessment of current state and future business evolution end-to-end, across all facets of the organization, as well as the ability to influence a diverse set of stakeholders who will own execution. The ideal candidate must excel at diving deep, navigating uncertainty while maintaining clear strategic direction, helping others find clarity in complexity, and building the frameworks that turn ambiguity into actionable plans.

As the architect of change, you will play a critical role in helping to shape the future of our organization and its success, enabling step-change improvements in innovation, agility, and excellence. This is an exciting opportunity to build a net-new, mission-critical capability from scratch, impacting the experience of millions of customers and the success of our organization.


Key job responsibilities
- Lead the development of a comprehensive transformation strategy that improves the organization’s performance, resilience, and agility.
- Design and execute large-scale transformation programs spanning strategy, operations, technology, and culture, diving deep into the details and not shying away from getting into the trenches to problem solve.
- Lead ongoing organizational design assessments, identify strategic risks and dependencies, and drive improvements.
- Develop data-driven frameworks to measure organizational effectiveness and drive continuous improvement.
- Partner with a broad and diverse set of stakeholders to drive change at all levels of the organization, effectively navigating resistance and rallying teams towards the new vision and strategy.
- Stay informed about and proactively act on emerging risks, changes in business priorities, and industry best practices.
- Coach and mentor leaders through organizational change.


A day in the life
Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Basic Qualifications

- Bachelor’s Degree in organizational development, business, or related field
- 10+ years of change management, organizational transformation, product/program management, or related experience
- Demonstrated ability to lead confidently through uncertainty and ambiguous situations
- Proven track-record of successfully leading large-scale, cross-functional transformation initiatives
- Excellent stakeholder management and executive-level communication skills

Preferred Qualifications

- Master’s degree or equivalent
- Experience in multiple industries or global organizations
- Experience in digital transformation technologies
- International business experience
- Experience developing and executing solutions in a fast paced, high growth, operational business environment

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/conte