Principal Product Manager - Tech, Quality Of Service, Amazon Customer Service

Come build the future of Amazon Customer Service (CS) with us. Quality & Escalation's vision is to deliver exceptional customer experiences that restore customer trust through continuous inspection, innovation, and improvement. Q&E exists to provides Tier 2 support to frontline teams when the 'Andon cord' is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and lead technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries.

A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures, and improves customer experience across all interactions.

QoS will establish consistent, scalable measurement frameworks, strengthen observability, and deliver mechanisms that turn insights into continuous improvement. It will surface key customer experience trends, defects, and gaps across all touchpoints (human-assisted, self-service, etc.) to enable faster, data-driven action at scale.

The Principal Product Manager - Tech, QoS will define and drive the long-term product vision and multi-year roadmap to build end-to-end CS observability, improve interaction measurement, and elevate the overall CS interaction experience. This role will lead cross-functional product execution across highly matrixed teams, translating complex business and technical requirements into scalable, data-driven solutions that deliver measurable customer and business impact.

Key job responsibilities

• Define, own and drive the long-term product vision, strategy, and roadmap, translating customer needs and org wide opportunities into technical product solutions.
• Own product-level success metrics aligned to organizational goals, including reducing cost-to-serve, strengthening foundational technology, and enhancing the Amazon customer experience.
• Serve as an escalation point for cross-functional blockers and product-level one-way and two-door decisions.
• Lead end-to-end product execution across highly matrixed organizations, partnering closely with Engineering, Tech, Operations, CX Metrics, Quality and Program teams to deliver measurable business and customer impact at scale.
• Synthesize complex business, operational, and technical requirements into clear product narratives (BRDs), prioritization frameworks, and execution plans that enable alignment across senior stakeholders and partner teams to deliver.
• Establish mechanisms to intake, prioritize, track, and measure product commitments, leveraging analytics, experimentation, and data-driven decision making to continuously improve outcomes and accelerate delivery.
• Optimize and evaluate product efficiency over the product lifecycle.
• Demonstrate deep technical fluency across systems integrations, platform dependencies, and product architectures, enabling effective partnership with engineering teams and informed product trade-off decisions.
• Operate autonomously with high judgment in ambiguous and rapidly evolving environments, rapidly learning new domains, driving clarity where none exists, and balancing speed with long-term scalability.
• Develop and mentor the Technical Product Management community across the organization, fostering capability growth, knowledge sharing, and leadership development.