Jobs in the United States

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Navigation Services Manager- Youth and Family (Oakland)
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The Navigation Services Manager oversees a team of Health Navigators to provide critical services to our community using trauma-informed approaches, motivational interviewing techniques,…
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Tile Department Manager
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Support the Branch manager in operational tasks and scheduling
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Senior SCADA Engineer
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Branch Manager Montgomery, DeNovo
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Your onboarding starts with participation in the Branch Manager Readiness Program which is intended to offer a structured and supportive transition into leadership at Wells Fargo.…
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Computer Operations Technician
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Westport, CT
Provide quality technical support to parents and staff via phone, email, and helpdesk program;
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Manager in Training
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Store 2061-Westmoreland Mall-maurices-Greensburg, PA
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Environmental Services EVS Manager 2nd Shift
Aramark
Chicago, IL
The Environmental Services (EVS) Manager is a 2nd shift position and is responsible for developing and executing facility solutions to ensure all health and safety standards are met.…
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CR
Project Manager, Grants & Affiliated Meetings
Cardiovascular Research Foundation
New York, NY
- $80,000 to $87,000 USD / year
The Project Manager, Grants & Affiliated Meetings is responsible for the end-to-end management and execution of educational grants, commercial support activities, and affiliated meeting…
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Global Blackbelt, Senior Cloud Security Specialist
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United States
This high-profile, customer-facing role will support sales teams around the world, based in Continental Europe, helping strategic customers adopt and secure Cloud & Hybrid Network…
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Aseptic Regulatory & Compliance Manager
fairlife
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The Regulatory Compliance Manager leads regulatory, food safety, and quality compliance across multiple dairy beverage manufacturing sites. This role ensures that all facilities meet…
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Head Universal Banker - Park Ridge Branch
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Champion risk and control by monitoring day-to-day operations, ensuring compliance with policies, supporting the Branch Manager
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Senior Category Manager, Jewelry
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New York, NY
As Senior Category Manager for Jewelry on the US Fashion team, you will help shape category strategy and support the commercial performance of a business representing ~$800M in annual GMV.
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Oil Change Assistant Manager - Shop#3043 -7945 Airline Dr
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In this role, you’ll support the Shop Manager with daily operations, team development, and fast, friendly customer experience. You’ll step in as Manager on Duty when needed, helping the…
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Oil Change Assistant Manager - Shop#437 - 5235 Bellaire Blvd
Driven Brands
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Front Line Leader - Nutrition Manufacturing - Casa Grande, AZ
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Leadership in this role will primarily be focused on the direct reporting group with support from the direct manager, as required. Focus is on day to day operations, with short term focus…
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Territory Manager
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Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
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District Sales Manager - Environmental
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Our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as…
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Dietary Aide
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Wellness Program Access: Prioritize your health with resources designed to support your well-being.
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Speech/Language Pathologist - CCC - PAH IP - Acute Care
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Compliance Audits-Total of 2 charts reviewed in a quarter by Site Manager or senior therapist. Done in 2 out of 4 quarters per year.
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Project Manager
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Manages intermediate level tasks and associated deliverables and/or support the senior project manager with activities to ensure the timely and accurate delivery of project and program…
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Solutions Architect, Broker Services
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…freight brokers through five separately built products: Epay Manager, OTR Select, TruckSmarter, Apollo, and OTR Audit. You will define and drive the roadmap that consolidates these products…
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Quality Engineering Manager
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Clinical Nurse IV Leader - General Medicine Stepdown
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Amazon.com Services LLC

Principal Product Manager- Tech , Amazon Customer Service

Seattle, WA, United States

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Job details

Experience: 6+ years of end to end product delivery experience
Posting language: English
Posted: Nov 9, 2026

Original job description

Interested in building new AI-native Customer Experiences (CXs) and technology solutions that power millions of Amazon customers globally? Join the Customer Facing Solutions (CFS) Tech team within Amazon's Customer Service (CS) organization, which builds self-service automation and agentic AI capabilities, and uses human-centric design approaches to transform the CX for addressing CS-related issues. Our team owns the CX for CS Homepage, CS Chatbot, CS Search/Help, CS on Rufus AI shopping Assistant (now Alexa for Shopping), and emerging areas, such as CS on WhatsApp/3P, and Amazon Now (30-min delivery).

We care deeply about delivering a Best-in-class Customer Experience (CX) throughout a shopping journey -- including when customers face issues with their purchases / delivery, have questions related to their returns / payments, or a variety of other Customer Service topics.

We are seeking a Principal Product Manager - Tech to own the end-to-end strategy and launch of agentic AI capabilities that would enable Amazon customers to seamlessly initiate and complete their Customer Service support needs via the Alexa For Shopping AI Assistant (formerly known as Rufus) across mobile and desktop devices. They will also own our strategy and implementation of Third-Party Agentic AI integrations for Amazon’s Customer Service capabilities and will define and execute on a strategy for handling AI bots operating on behalf of our customers. This is a newly created role to drive SVP-level priorities.

The role is more than driving a set of CX features - you will make platform-level decisions that teams across CS rely on, and you will be looked upon as a thought leader to drive technology architecture changes. You will have a significant influence in the future direction of systems that powers key CXs and drive the 0-to-1 product vision for emerging areas / use cases that you will pioneer, including deeper and more robust agentic AI integration, personalization that deepens over time - balancing AI and automated capabilities with customer trust and reliability.

You will be a key Product leader in the CS org with regular interaction with senior leadership and will broad stakeholder visibility. You will join a high-performing Product team with a dedicated engineering org that you will work with to execute on your roadmap. You also get to work closely with Applied Science, User Experience, Finance, Business Intelligence teams.

Key job responsibilities

Own the product vision, strategy, and multi-year roadmap for an SVP-visible initiative to build Agentic AI experiences on Alexa for Shopping (AFS), 3P Agentic AI integrations, and handling AI bots
Define requirements / success metrics, design sophisticated experimentation strategies, and establish measurement frameworks adopted across organizations
Advocate on behalf of customers in strategy discussions and lead our product thinking to shape the direction of key AI-powered tech primitives
Author high-quality strategy documents (e.g., PRFAQs) that you present to senior CS leaders, up to SVP-level. Drive alignment across multiple VP organizations, and influence without authority across engineering, design, marketing, and operations
Drive Customer Experience Excellence and champion exceptional UX grounded in design principles, partner with design teams, and establish experience standards for other teams that work on our products
Develop and execute rigorous product evaluation frameworks (evals) to measure LLM and AI feature accuracy, latency, and user experience, translating quantitative metrics into actionable product improvements and roadmap priorities.
Handle multi-org launches, drive sustained adoption across large customer bases, and own critical customer/executive engagement
Actively recruit PM talent, mentor others, and shape the broader PM community through coaching and best practice sharing Basic qualifications
Bachelor's degree
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
Experience technical product management
6+ years of end to end product delivery experience Preferred qualifications
Experience working directly with Engineers on product enhancements
Experience in project management methodologies, business analysis, or process improvement
8+ years of technical product or program management experience
Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams

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/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 179,900.00 - 243,400.00 USD annually

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