Amazon
IND, TS, Hyderabad
Amazon Customer Service supports customers around the world through a large and diverse global workforce. The experience our Customer Service Associates have at work directly affects their ability to successfully serve customers.
We are looking for a Principal Product Manager to reimagine the day-to-day experience of being a Customer Service Associate and define the future of our Associate Workspace.
Our ambition is to make work simpler, more personalized, connected and engaging. Associates should have a coherent experience through which they can manage their workday, understand what matters to them, stay informed about changes, see their performance and progress, interact with their teams, and feel recognized for the work they do.
Today, many of these experiences are fragmented across different tools, systems and communication channels. The opportunity is not simply to aggregate them into a single interface. It is to rethink the experience from first principles around what associates need to successfully navigate and engage with their work.
Imagine an experience that understands each associate and their context and helps answer: What do I need to know today? What has changed? What actions do I need to take? How am I doing? What opportunities are available to me? How can I better connect with my team and organization?
The opportunity also extends beyond simplifying work. We want to explore how recognition, community, interaction and thoughtfully designed engagement mechanisms can make work more motivating and connected. This could include new ways to celebrate progress and achievements, create team experiences, or use gamification to make appropriate aspects of work more engaging, while thoughtfully navigating privacy, regulatory and cultural considerations across our global workforce.
As the Principal PM, you will define the long-term product vision and strategy for this experience. You will determine how capabilities spanning work management, communications, performance visibility, recognition, engagement and personalization should come together into a coherent product.
This is a highly ambiguous, zero-to-one role with significant cross-organizational scope. Many underlying capabilities will continue to be owned by other teams. You will establish the product experience and architecture that brings them together, influence partner roadmaps, and align senior Product, Engineering, UX, Science and Operations leaders around a common direction.
You will also define how AI and associate context can make the experience increasingly proactive and personalized, reducing friction and cognitive load while giving associates greater visibility and control over their work experience.
The ideal candidate is a product leader who can move fluidly between customer insight, product strategy and technology. You should be comfortable identifying opportunities that are not yet well defined, creating clarity from ambiguity, influencing senior leaders without direct authority, and translating a long-term vision into incremental customer value.
Key job responsibilities
As the Principal Product Manager for Associate Workspace, you will:
• Define the long-term vision, product strategy and roadmap for the day-to-day associate experience across Amazon Customer Service.
• Work directly with associates and Operations to identify the most important problems and opportunities to improve their experience at work.
• Define a coherent experience spanning areas such as work and schedule management, communications and change, performance and progress visibility, recognition, community, engagement and interaction.
• Develop new ways to make work more engaging, including recognition, team experiences and gamification, while partnering with Legal, HR and other teams to ensure experiences are appropriate for a diverse global workforce.
• Define how associate context and personalization should shape the information, actions and experiences surfaced to each associate.
• Establish product principles and architecture that allow capabilities owned by multiple organizations and systems to behave as a unified experience.
• Define how AI can simplify the associate experience, reduce cognitive load and make the Workspace increasingly proactive and personalized.
• Partner with senior Engineering and UX leaders to make product and technical choices that enable the long-term vision while delivering value incrementally.
• Establish and influence cross-organizational roadmaps, priorities and ownership boundaries required to deliver the experience.
• Define success measures that go beyond adoption to understand tool effectiveness, friction, cognitive load, effort, engagement and associate experience, and connect improvements where possible to operational and customer outcomes.
• Influence senior leaders across Product, Engineering, Science, Operations and partner organizations to align around and deliver a common associate experience.