Principal Product Manager, Technical Product Strategy & Operations, Amazon Customer Service

We are seeking a Principal Product Manager, Technical Product Strategy & Operations to serve as the chief of staff for Data & Context Intelligence-driving the technical product strategy and operations that enable our organization to deliver AI-native solutions with measurable business and customer impact.

This is a visible role working closely with senior leaders to align product strategy, operational priorities, and cross-functional execution. You will partner with leadership to ensure the organization operates with clarity, speed, and accountability-connecting vision to delivery across a large, distributed team.

You will join the Data Intelligence team, a new function within Amazon Customer Service-a global organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers advancing AI capabilities. We build data solutions and contextual intelligence using Agentic AI, Generative AI, Natural Language Processing, Ontology, Reinforcement Learning, Knowledge Graphs, Model Context Protocol, and Multi-Agent Architectures. We move with urgency, build for the long term, and focus on getting the customer experience right-because our work succeeds only when it improves outcomes for customers.

Key job responsibilities

• Drive Technical Product Strategy and Operations: Own the operating cadence for the organization-coordinating strategic planning, goal-setting, business reviews, and operational processes that keep the team aligned and moving at pace. Translate organizational strategy into clear execution plans with measurable milestones.
• Serve as Chief of Staff to Senior Leadership: Act as a trusted advisor to senior leadership-pulling together inputs across product, science, engineering, and business teams to frame decisions, drive alignment, and move the most critical priorities forward. Represent leadership in cross-organizational forums and ensure follow-through on commitments.
• Define and Align the Product Portfolio Strategy: Work with product, science, and engineering leaders to define and maintain a clear product portfolio strategy and roadmap. Identify strategic gaps, resolve competing priorities, and ensure the portfolio is focused on customer impact, technical leverage, and business outcomes.
• Orchestrate Cross-Functional Execution: Drive alignment across product management, engineering, applied science, analytics, data science, and technical program management. Break down silos, remove blockers, and create processes that enable faster, higher-quality delivery across teams.
• Build and Scale Operational Excellence: Design and implement the operational frameworks, reporting structures, and governance processes that help the organization scale. Establish regular business review cycles-weekly, monthly, and quarterly-that surface insights, drive accountability, and inform decisions.
• Make Sound Strategic and Product Decisions: Make critical calls on resource allocation, product investment priorities, and organizational trade-offs-balancing long-term strategy with near-term delivery. Identify which decisions are reversible and which are not, and ensure the right trade-offs across speed, quality, and impact.
• Shape the Organizational Strategy and Narrative: Write the strategic narratives, vision documents, and executive communications that define the organization"s direction and build alignment across Amazon Customer Service and cross-functional partners. Own the preparation of leadership-level documents including annual operating plans, strategic proposals, and product vision documents.
• Support Organizational Health and Talent Strategy: Partner with senior leadership to strengthen organizational health-supporting talent development, succession planning, and team structure decisions. Help ensure the right people are in the right roles with clear charters and accountability.

A day in the life

You will be the strategic and operational backbone of the organization. No two days look the same, but every day is about helping the team move faster and deliver better customer outcomes. You might start the morning reviewing organizational metrics, operational health, and escalations to set the leadership agenda. By midday, you"re running a product portfolio review-working through trade-offs across priorities and driving decisions on where to invest. By afternoon, you"re preparing a strategic narrative for a VP-level review, unblocking a cross-team dependency, or standing up a new process to close a gap. You will work across the full scope of the business-from AI product strategy to organizational design to executive communications-helping the Data Intelligence organization deliver on its mission to improve customer experiences through AI.

This role needs a leader who is comfortable with ambiguity, operates with good judgment, and stays focused on outcomes that matter.

About the team

The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers 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.