Principal Technical Product Manager, Customer Experience Improvement

Job overview

Principal Technical Product Manager, Customer Experience Improvement is an onsite, full-time role in Seattle, WA. The posting lists annual base pay of $179,900–$243,400. The role is part of Customer Experience Improvements within Amazon Customer Service, which works to improve customer journeys across Amazon. The product leader owns and scales products that use generative AI to identify customer-service contacts linked to product or service gaps and measure improvement impact. The role leads product strategy and execution, coordinates across teams, tracks outcomes, and advises leadership on defect elimination and product ecosystem evolution.

What you'll do

• Own the end-to-end lifecycle of defect-elimination products
• build and manage a central repository of initiatives across 80+ teams
• partner with product and technology teams on scalable, secure, reliable solutions
• own roadmaps for existing customer-experience products
• influence upstream product partners
• establish intake and progress-tracking frameworks
• define success metrics, including analytics, financial impact, and customer experience
• mentor team members
• advise leadership on strategy.

What we're looking for

Skills & competencies

principal technical product manager

customer experience improvement

amazon customer service

seattle wa

generative ai

voice of the customer

product strategy

defect elimination

product roadmap

customer experience

cross-functional leadership

mentoring

annual salary $179,900–$243,400

Work arrangement

• Weekend coverage required

Benefits & perks

• Health, dental, vision, prescription, life and AD&D insurance
• employee assistance and mental health support
• flexible spending accounts
• 401(k) matching
• paid time off
• parental leave
• adoption and surrogacy reimbursement.

Why this role

Uses voice-of-the-customer signals and generative AI to identify product and service gaps; the central initiative repository is intended to serve 80+ teams.

About the employer

Amazon.com Services LLC is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.