Principal Product Manager, Amazon Customer Service

Amazon Customer Service (CS) is seeking a Principal Product Manager to join the Data Intelligence organization. This role serves as the strategic Rhythm of Business (RoB) leader for Data Intelligence, driving operational cadences, stakeholder alignment, and long-term planning across multiple senior leadership teams.

The Data Intelligence organization is responsible for leveraging data-driven insights to improve the customer experience across Amazon"s global Customer Service network. As the Principal Product Manager, you will act as a force multiplier for the organization"s leadership - owning the mechanisms that connect strategy to execution, driving clarity across ambiguous and cross-cutting initiatives, and ensuring the right leaders are aligned on the right priorities at the right time.

This is a high-visibility, high-autonomy IC role that requires someone who thrives in ambiguity, can distill diverse inputs from senior stakeholders into coherent strategies, and has the judgment to distinguish between one-way and two-way door decisions. You will own the end-to-end strategic planning lifecycle - from OP1/OP2 inputs through quarterly and monthly business reviews - while simultaneously driving ad-hoc strategic initiatives that advance the organization"s mission.

The ideal candidate brings a Chief of Staff mindset with deep experience in strategic planning, executive communication, and cross-organizational program leadership. You are energized by building scalable mechanisms, writing compelling narratives, and creating alignment where none previously existed.

Key job responsibilities

• Own and drive the Rhythm of Business (RoB) for the Data Intelligence organization, including OP1/OP2 planning, Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and goal tracking mechanisms
• Drive stakeholder alignment across multiple director-led organizations, harmonizing discordant priorities and building consensus on strategic direction
• Design, implement, and continuously improve operating mechanisms that connect strategy to execution across the organization
• Author and deliver strategic narratives (6-pagers, PR/FAQs, planning documents) for senior leadership audiences up to VP level
• Lead cross-organizational strategic initiatives from problem definition through execution, removing bottlenecks and mitigating risks proactively
• Own organizational goal-setting frameworks, ensuring goals cascade effectively and progress is visible to leadership
• Identify and prioritize significantly complex problems, decomposing them into actionable workstreams with clear owners and timelines
• Create scalable mechanisms and best practices that force multiply the effectiveness of the Data Intelligence leadership team
• Serve as a trusted advisor to Data Intelligence leadership, providing high-judgment counsel on organizational priorities and trade-offs
• Develop future leaders through active mentorship and participation in the recruitment process

About the team

The Data Intelligence team is a new function within Amazon Customer Service - a global, cross-functional organization 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.