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.
Key job responsibilities
- Lead "One Operations" transformation. Drive the evolution from vertically fragmented operations into a unified model with consistent processes, shared goals, and aligned incentives across the global network.
- Design governance and alignment systems. Build operating rhythms, decision-making frameworks, and communication mechanisms that connect local execution to global strategy and enable strategic alignment across regions and functions.
- Architect scalable processes and systems: Create standardized processes, tools, and data infrastructure that enable visibility, coordination, and knowledge sharing across the global network while allowing appropriate local flexibility.
- Redesign organizational structures: Eliminate vertical fragmentation through new organizational designs, role definitions, cross-site teams, and matrix structures that enable horizontal collaboration.
- Drive culture transformation: Lead large-scale change management to shift mindsets from local optimization to network-wide thinking, building coalitions of leaders who champion collaboration over competition.
- Partner cross-functionally: Work alongside operations, product, technology, finance, PxT, and other functions to align systems and secure commitment to transformation while maintaining deep understanding of operational realities.
- Deliver measurable transformation outcomes: Own improvements in strategic alignment, operational consistency, cross-site collaboration, and network-wide performance while maintaining operational stability.
- Develop and mentor the Program Management community across the organization, fostering capability growth, knowledge sharing, and leadership development.
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.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
