DESCRIPTION

The mission of the Customer Engagement Technology (CET) team within Customer Service is to create Earth’s best customer service solutions by empowering our customers to utilize automation to resolve their issues quickly and efficiently. Leveraging Generative Artificial Intelligence (GenAI) and machine learning technology, we strive to predict and resolve customer issues through self-service and automation solutions.
The CET AI team leads AI and Large Language Model (LLM)-driven customer experience transformation using task-oriented dialogue systems. We develop multi-modal, multi-turn, goal-oriented dialog systems that can handle customer issues at Amazon scale across multiple languages. Additionally, we enhance associate productivity through response/action recommendation, summarization to capture conversation context succinctly, retrieval of precise information from documents to provide useful information to the agent, and machine translation to facilitate smoother conversations when the customer and agent speak different languages.
As a Principal Product Manager - Technical (PMT) on this team, you will lead the design and implementation of next-generation solutions that leverage innovative GenAI and agentic AI technologies to enhance customer interactions. Your role involves developing the product vision for CS AI solutions and driving projects that innovate and improve the efficiency of our automation systems, delivering seamless and personalized customer service experiences on a global scale.
You will work closely with a team of dedicated engineers, scientists, product managers, and program managers to harness the transformative power of GenAI and LLMs to resolve every customer issue at the first contact and improve our customer and associate experiences. You will navigate technical challenges, manage project escalations, and make critical trade-offs between business needs and technical constraints. Your ability to gather diverse inputs from stakeholders, develop cohesive project plans, and execute these plans effectively will be crucial.
This role offers a significant scope of responsibility, directly impacting strategic projects that drive substantial improvements in customer satisfaction. You will engage with leaders across the company, contributing to initiatives that shape the future of automated customer engagement at Amazon.

Key job responsibilities

• Manage the end-to-end lifecycle of complex technology products and projects (focused on Gen AI and Automation) across CS technology, from conception through launch.
• Anticipate and address bottlenecks, provide escalation management, and make strategic trade-offs rooted in business and customer priorities.
• Develop comprehensive project plans, influence stakeholders across multiple domains, and ensure alignment with broader business goals.
• Drive innovation within the CET, leveraging AI and machine learning to enhance customer interactions.
• Maintain constant communication with cross-functional teams and stakeholders to ensure transparency and alignment on project goals, roadmaps, and deliverables.
• Support the delivery of the vision and long-term planning, business requirements, and PRFAQ documents.

A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt to a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative and collaborative learning environment.
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
About the team
Join our team of scientists, engineers, product managers, and program managers who develop and deploy LLM-based Conversational AI systems to enhance Amazon’s customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.

BASIC QUALIFICATIONS

• Bachelor’s degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• 7+ years of technical product or program management experience
• Experience leading engineering discussions around technology decisions and strategy related to a product
• 7+ 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
• Experience working with and influencing senior level stakeholders
  Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
  Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
  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.
  Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $161,900/year in our lowest geographic market up to $279,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site

• Manage the end-to-end lifecycle of complex technology products and projects (focused on Gen AI and Automation) across CS technology, from conception through launch.
• Anticipate and address bottlenecks, provide escalation management, and make strategic trade-offs rooted in business and customer priorities.
• Develop comprehensive project plans, influence stakeholders across multiple domains, and ensure alignment with broader business goals.
• Drive innovation within the CET, leveraging AI and machine learning to enhance customer interactions.
• Maintain constant communication with cross-functional teams and stakeholders to ensure transparency and alignment on project goals, roadmaps, and deliverables.
• Support the delivery of the vision and long-term planning, business requirements, and PRFAQ documents