Join Amazon Customer Service as a Principal Product Manager, focusing on revolutionizing the Associate Experience. This role is pivotal in shaping the future of how our Customer Service Associates (CSAs) onboard, learn, receive coaching, and improve performance, all while collaborating with AI.

As customer service operations evolve, associates will increasingly tackle complex issues, and AI will manage routine tasks. This necessitates a fresh approach to developing, supporting, and enhancing one of the world's largest workforces.

We are seeking a visionary leader to define the long-term product strategy for Associate Experience, encompassing workforce intelligence, learning, coaching, performance management, associate communications, and cutting-edge AI-driven experiences. Your work will be instrumental in transforming operational insights into better products, improved associate journeys, and superior customer outcomes.

Define the overarching vision and strategic direction for the Associate Experience within Amazon Customer Service.

Develop a multi-year product roadmap covering workforce development, intelligence, and associate workspace enhancements.

Establish metrics and methodologies for measuring, understanding, and continuously improving workforce effectiveness.

Lead product strategy across various engineering teams and partner organizations.

Influence senior leadership to secure investments that boost associate capabilities, customer satisfaction, and operational efficiency.

Collaborate closely with Engineering, Applied Science, and Business Intelligence teams to convert operational insights into distinct product features.

Create comprehensive product strategy documents, investment proposals, and long-term vision presentations for senior stakeholders.

Possess a Bachelor's degree and at least 8 years of experience in technical product or program management.

Demonstrate a strong understanding of feature delivery and the ability to navigate product trade-offs.

Proven experience working with and influencing senior-level stakeholders is essential.

Preferred qualifications include experience with AI/ML technologies, leading large-scale greenfield product initiatives, and expertise in enterprise software, workforce technology, customer service, or productivity platforms.