Principal Product Manager Tech, Amazon Customer Service

Customer Experience Improvements (CXI) is a team within Amazon Customer Service (CS) that exists to eliminate structural defects across all customer journeys.

We do this through voice of the customer signals, downstream spend impact analysis, and cross-functional program delivery spanning Amazon Stores products, services, and customer interactions.

This voice of the customer enables us to influence and design improvements in CX within CS, and across multiple upstream partner teams who own the products that impact customer experience.

We are seeking a Principal Product Manager Tech to own Amazon's order cancellation customer experience improvement workstream end to end — the most complex, multi-team, cross-functional program in CS's current delivery defect elimination portfolio.

The role's North Star is simple and non-negotiable: when a customer says stop, the package stops.

An ideal candidate will have extensive background in technical product management at scale, demonstrated leadership of high-impact programs spanning eight or more organizations simultaneously, and a track record of converting ambiguous, structurally blocked problems into shipped solutions with measurable business outcomes.

You possess the ability to hold together cross-functional alignment across organizations that will not self-coordinate — driving from root-cause discovery through pilot validation to scaled deployment. This requires deep analytical fluency (the cancellation workstream involves $650M in COGS recovery opportunity, $108.

9M in semi-annual concessions, and downstream spend impact measured across millions of customer cohorts), comfort navigating reverse logistics and fulfillment systems, and the ability to translate technical infrastructure gaps into executive-ready investment cases.

This role is inherently cross-functional — you will work closely with ShipTech, Ordering Tech, REX, DEX, AMZL, WWO (World Wide Operations), WWRR (World Wide Returns & ReCommerce), UX/UI, First Mile, Last Mile, Retail, FBA (Fulfillment by Amazon), and SCOT (Supply Chain Optimization Technologies).

You will also work extensively within CS across product, tech, operations, program, and science teams. The successful candidate will be a single-threaded owner who communicates with precision, escalates with judgment, and drives accountability at VP level and above.

Key job responsibilities- Own the end-to-end cancellation experience roadmap — translating VoC, downstream spend data, and field observations into a prioritized backlog with deflection targets and delivery timelines.

- Own the 90-day self-service cancellation pilot (US/Canada) — securing resource commitments from eight organizations, measuring unit economics, and translating results into the OP1 2027 investment case. - Drive stuck order elimination across 10.

6M annual US stuck orders — surfacing indicators in customer-facing tools, removing system-level blocks, and securing VP-level STL assignment across Retail, FBA, and SCOT. - Serve as single point of escalation between CS leadership and eight-plus tech/ops organizations contributing to H2 2026 delivery.

- Define and track success metrics across CS interactions, concessions, downstream spend impact, repeat contact rate, and COGS recovery. - Influence upstream partners where CXI does not own the technology — driving CX improvements into fulfillment, transportation, and delivery system design.