Principal Product Manager - Technical, Amazon Customer Service

Ready to shape the trajectory of applied AI and build breakthrough solutions that redefine what's possible for customers?

We are seeking an experienced AI Product Manager - Technical to own the end-to-end lifecycle of large-scale AI products that transform how millions of customers experience Amazon. This role combines deep technical acumen with business strategy to drive products that don't just meet requirements, they redefine what's possible in customer service and experience at global scale.

The Data Intelligence team is a new function within Amazon Customer Service. a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities. We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agent Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and obsess over getting customer experience right, because our work succeeds only when it creates meaningful impact and improves outcomes for customers.

Key job responsibilities

• Own the Complete Product Lifecycle: You will define and communicate strategic vision and long-term roadmaps, drive cross-functional teams toward successful execution, and maintain accountability for customer outcomes and product reliability.
• Develop Product Strategy and Communications: You will craft clear, differentiated value propositions tailored for diverse audiences including leadership.
• Navigate Ambiguity and Drive Invention: You will identify where invention is needed, take smart risks, distinguish between one-way and two-way doors, and ensure gaps and opportunities within or between regions, architectures, and business organizations are identified and addressed.
• Build Consensus Across Functions: You will partner effectively with design, engineering, science, and other leaders to align roadmap priorities and influence cross-functional strategies.
• Develop and Mentor Technical Product Leaders: You will actively contribute to talent acquisition, participate in hiring and interview processes, and play a role in the career development of other product managers.

A day in the life
A typical day as an AI Product Manager, Technical, in the Data Intelligence team involves combining strategic vision with hands-on problem-solving across machine learning, generative AI, natural language processing, agentic AI, multi-agentic AI architectures, and advanced data science. You will own complex product initiatives, ensure alignment with customer needs and business objectives, and translate customer and business requirements into practical AI-driven solutions.

Working collaboratively with cross-functional teams including applied scientists, data engineers, software engineers, and business leaders, you will define product direction, evaluate technical approaches, and focus on customer impact, efficiency, and scalability.

About the team
The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.

We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agentic AI Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and prioritize getting customer experience right, because our work is only successful when it meaningfully improves outcomes for customers.