remote
Principal Product Manager, Org Transformation , Quality & Escalations - Amazon.com
Product Manager
Lead the Quality & Escalations organization as a Principal Product Manager, driving data‑backed improvements, building measurement frameworks, and delivering technology solutions that restore customer trust across Amazon Customer Service.
About the role
Key Responsibilities
- Define and execute the product vision for Quality & Escalations, shaping metrics, dashboards, and tooling that enable Tier 2 teams to resolve and prevent customer issues.
- Partner with engineering, operations, and frontline support to design and launch automated solutions that detect, triage, and remediate escalations in real time.
- Lead cross‑functional programs that identify root causes, prioritize remediation initiatives, and measure impact on customer experience and trust.
- Own the end‑to‑end product lifecycle, from discovery and requirements gathering through agile development, testing, and post‑launch optimization.
- Influence senior leadership with data‑driven insights, business cases, and roadmaps that align with broader Amazon Customer Service strategy.
Requirements
- 10+ years of product management experience, preferably in large‑scale consumer‑facing or customer service environments.
- Strong analytical skills with the ability to translate complex data sets into actionable product decisions; proficiency in SQL, Python, or similar tools.
- Demonstrated success leading multi‑disciplinary teams using Agile methodologies and delivering technology solutions at scale.
- Excellent stakeholder management and communication skills, capable of influencing senior leaders and driving consensus across diverse groups.
- Experience building and operating services on AWS or other cloud platforms, with a focus on reliability and scalability.
Skills
product managementdata analysisprocess improvementaws