Amazon
Principal Product Manager, Org Transformation , Quality & Escalations
Found: Today
Description
Come build the future of Amazon Customer Service (CS) with us. Quality & Escalations (Q&E) vision is to deliver exceptional customer experiences which restore customer trust through continuous inspection, innovation, and improvement. Q&E exists to provides Tier 2 support to frontline teams when the ‘Andon cord’ is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and leads technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries. We are looking for a Principal Product Manager, Org Transformation to assess how the Quality & Escalations organization is structured today and lead the design and delivery of a future-state operating model, working backwards from our vision and charter. This pivotal role requires a dynamic, forward-thinking leader who can orchestrate large-scale organizational change and influence without authority across a broad set of stakeholders, including senior leadership. You will design and implement the processes, systems, and structures that enable strategic alignment across regions and functions, breaking down silos to create consistent, scalable operational excellence worldwide. Success in this role requires balancing strategic long-term vision with practical implementation, deep operational partnership, and the ability to drive sustainable transformation across a complex global network.
Basic Qualifications
- Experience owning/driving roadmap strategy and definition- Experience blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement- Experience with end to end product delivery- Experience as a product manager or owner- Experience with product cycles of 6+ months- Experience owning feature delivery and tradeoffs of a product- Experience in product or program management, product marketing, business development or technology- Experience leading and transforming highly effective organizations- Proven track record breaking down organizational silos and driving strategic alignment at scale.
Preferred Qualifications
- Experience owning technology products- Experience transforming fragmented operations into unified, coordinated networks.- Deep expertise in organizational design, change management, and process architecture.- Experience in customer service or contact center operations across multiple geographies.- Experience with governance design, operating models, and decision-making frameworks.- Experience of Amazon's business mechanisms and Leadership Principles.
