Job Description
Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. Our Associate Experience organization owns the products, platforms, and AI systems that determine how Customer Service Associates (CSAs) onboard, learn, receive coaching, improve performance, and collaborate with AI to deliver exceptional customer outcomes.As Customer Service evolves, associates will increasingly solve sophisticated customer problems while AI automates routine interactions. This requires fundamentally reimagining how Amazon develops, supports, and continuously improves one of the world’s largest workforces.We are seeking a Principal Product Manager to define the long-term vision for Associate Experience. This leader will establish the product strategy for the next generation of workforce experiences, spanning workforce intelligence, learning, coaching, performance management, associate communications, and future AI-enabled experiences. You will define how Customer Service continuously learns from its workforce and transforms operational insights into better products, better associate experiences, and better customer outcomes.This is a highly strategic role requiring close partnership with Engineering, Science, Business Intelligence, UX, Operations, Routing, Workforce Planning, and senior leaders across Customer Service. The current platform does not exist in the form it needs to, providing a rare opportunity to define an entirely new product space.Key job responsibilities> Define the long-term vision and strategy for Associate Experience across Customer Service.> Establish the multi-year product roadmap spanning workforce development, workforce intelligence, and associate workspace experiences.> Define how Customer Service measures, understands, and continuously improves workforce effectiveness.> Drive product strategy across multiple engineering teams and partner organizations.> Influence senior leadership on long-term investments that improve associate capability, customer outcomes, and operational efficiency.> Partner closely with Engineering, Applied Science, and Business Intelligence to transform operational insights into differentiated product capabilities.> Author product strategy documents, investment narratives, and long-term product visions presented to senior leadership.
