Amazon Principal Product Mgmt-Tech CS-AI Customer Service Tech 

United States, Washington, Seattle 

421970869

We are seeking a Principal Product Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving the vision of how we will use Artificial Intelligence (AI) with Large Language Models (LLMs) to help our Customer Service Associates (CSAs) solve customer problems globally. You will work directly with our science team to determine what products we should build to help CSAs solve problems and reduce the total customer handling time. You will also own developing the roadmap and templates to train the LLM models. You will be a thought leader and innovator within the organization.You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You will have an excellent record of complex project and product delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
• Define and drive the multi-year vision for the product portfolio
• Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.
• Measure and analyze existing products for opportunities to innovate and improve.
• Deliver long-lasting foundational systematic solutions that pave the way for effective use of LLMs
• Work with leaders across science, tech, product/program management, corporate and operations to identify and manage new and existing opportunities, initiatives and processes.
• Deliver 3YP, Vision, PRFAQS, and BRD docs.
• Define clear goals and objectives for the business in the planning and execution space while identifying risks and strategizing mitigation plans.
• Assess product development efforts, including research, requirements definition, metrics analysis, technical specifications, development, and launch efforts.
• Influence senior leaders across Amazon and communicate Amazon AI’s vision, strategy, goals, status, and customer impact.
• Mentor other product managers.
A day in the life
In this role you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.
Benefits Summary:1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

- Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- 7+ years of end to end product delivery experience
- 7+ years of product or program management, product marketing, business development or technology experience
- 7+ years of technical product or program management experience
- Experience leading cross-organizational programs and setting and holding teams and individuals to timelines and deliverables without explicit authority
- Experience working with and influencing senior level stakeholders

- 10+ years of technical product or program management experience
- 10+ years of product or program management, product marketing, business development or technology experience
- 10+ years of end to end product delivery experience
- Master's Degree in Business/Engineering/Analytics