Principal Product Manager, Amazon Customer Service

Amazon's Customer Service organization is seeking a Principal Product Manager to define the 3 to 5 year strategic vision for the end-to-end CS experience across Prime Video and Amazon's digital portfolio, including Amazon Music, Alexa+, Fire TV, Fire Tablets, Kindle, and Devices, serving hundreds of millions of customers worldwide. This role owns customer experiences with major scope and strategic importance where the problem, opportunity, and strategy may not yet be defined. You will work backwards from customer pain points to set product vision, write strategy documents (PRFAQs, narratives, roadmaps), and drive execution across product, engineering, design, and operations organizations. You will define success through measurable outcomes, distinguishing between output metrics like defects eliminated and effort reduction, and outcome metrics like customer satisfaction, engagement, and quality of experience. As the critical intersection point for customer needs, business goals, and technical possibilities, you will lead cross-organizational initiatives with potential P&L impact. You will apply one-way and two-way door judgment to high-stakes decisions, challenge assumptions, and establish strategic frameworks adoptable by other teams. You will also identify emerging technology shifts, including AI and agentic systems, and drive multi-year investments that reshape the CS landscape. This leader earns trust and influences without authority at the Director and VP level across marketing, technical, finance, and operations teams by consistently delivering results that raise the bar. Key job responsibilities - Own the 3 to 5 year product vision, strategy, and roadmap for Prime Video CS. Define "world-class," drive clarity where strategy is undefined, and create frameworks that enable organizational action. Leverage CS data to identify breakthrough opportunities, lead customer research across segments, and establish experience standards adopted by other teams. - Demonstrate deep technical curiosity. Evaluate engineering proposals, ask the right questions, and ensure sound trade-offs. Understand key architecture decisions, the assumptions behind them, and whether those assumptions still hold. Bring performance, scale, and flexibility perspectives into engineering conversations early. - Identify technology shifts, including AI, before they become obvious. Drive multi-year technology investments and evaluate complex technical proposals. Apply AI and agentic capabilities to accelerate development, improve decisions, and unlock innovation. Distinguish genuine need from hype and reshape product strategy through effective adoption of emerging technologies. - Champion exceptional customer experiences grounded in utility, intuitiveness, and simplicity. Partner with design on mockups and prototypes, scrutinizing details while aligning with strategic goals. Ensure customer validation reflects diverse perspectives and drive strategic CX conversations across your area. - Influence without authority across CS and other VP orgs, building alignment across teams with different priorities. Present regularly to Directors and VPs, align OP1/OP2 narratives, and own executive engagement for critical issues. Amplify impact by developing others and actively recruiting PM talent. - Serve as the recognized CS Voice of the Customer for Prime Video in product design, ideation, and launch readiness. Engage senior decision-makers to uncover non-obvious insights. Define CS requirements, hold launches to a high experience bar, and own cross-org launches. Take calculated risks in pursuit of breakthrough results where consequences are significant. A day in the life On any given day, you will drive strategic conversations with senior leaders to align on multi-year CS product direction for Prime Video. You serve as the connective tissue between CS service design, operations, product line stakeholders, and partner organizations, setting priorities and driving alignment