Amazon.com Services LLC
Technology
PrincipalProductManagerTechnical,CustomerEngagementTechnology
Neural analysis suggests this role is
optimal for Senior candidates.
“Principal Product Manager Technical, Customer Engagement Technology at Amazon.com Services LLC. Skills: Product management, GenAI, Customer engagement. Manage product lifecycle. Anticipate and address bottlenecks”
What You'll Achieve.
Resolve customer issues; Improve customer experiences; Improve associate experiences; Resolve every customer issue first contact
Industry & Context.
Solve challenging problems; Data-guided decisions
What They're Looking For.
Must Have
Manage end-to-end product lifecycle, Develop comprehensive project plans, Gather diverse inputs from stakeholders, Develop cohesive project plans, Execute project plans effectively, Navigate technical challenges, Manage project escalations, Make critical trade-offs
Nice to Have
Experience with GenAI, Experience with LLMs, Experience with agentic AI
What You'll Do.
Manage product lifecycle
Anticipate and address bottlenecks
Provide escalation management
Make strategic trade-offs
Develop project plans
Influence stakeholders
Ensure alignment with goals
Enhance customer interactions
Maintain communication with teams
Ensure transparency and alignment
Support delivery of vision
Support long-term planning
Support business requirements
Support PRFAQ documents
How You'll Work.
Team & Collaboration
Cross-functional teams; Engineers; Scientists; Product managers; Program managers; Leaders across company
Communication Scope
Stakeholder communication
Process & Methodology
Roadmap, Project plans
Full Job Description
The mission of the Customer Engagement Technology (CET) team within Customer Service is to create Earth's best customer service solutions by empowering our customers to utilize automation to resolve their issues quickly and efficiently. Leveraging Generative Artificial Intelligence (GenAI) and machine learning technology, we strive to predict and resolve customer issues through self-service and automation solutions. The CET AI team leads AI and Large Language Model (LLM)-driven customer experience transformation using task-oriented dialogue systems. We develop multi-modal, multi-turn, goal-oriented dialog systems that can handle customer issues at Amazon scale across multiple languages. Additionally, we enhance associate productivity through response/action recommendation, summarization to capture conversation context succinctly, retrieval of precise information from documents to provide useful information to the agent, and machine translation to facilitate smoother conversations when the customer and agent speak different languages. As a Principal Product Manager - Technical (PMT) on this team, you will lead the design and implementation of next-generation solutions that leverage innovative GenAI and agentic AI technologies to enhance customer interactions. Your role involves developing the product vision for CS AI solutions and driving projects that innovate and improve the efficiency of our automation systems, delivering seamless and personalized customer service experiences on a global scale. You will work closely with a team of dedicated engineers, scientists, product managers, and program managers to harness the transformative power of GenAI and LLMs to resolve every customer issue at the first contact and improve our customer and associate experiences. You will navigate technical challenges, manage project escalations, and make critical trade-offs between business needs and technical constraints. Your ability to gather diverse inputs from stakeholders, develo
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