Description

Shape the Future of Customer Experience at Amazon: Are you ready to pioneer the next evolution in customer support? Join us as a Principal Business Lead in Amazon's Device, Digital and Alexa Support (D2AS) organization, where you'll have the extraordinary opportunity to transform how millions of customers interact with Amazon's most innovative products and services. Amazon Customer service is at the forefront of launching Gen AI tools to elevate the customer experience and improve associate tools.

Your Mission: As a key strategic product partner to the D2AS Leadership team, you'll be at the forefront of revolutionizing Amazon customer support for Amazon's cutting-edge ecosystem - from the recently announced Alexa+, Kindle to Echo, Fire TV to Prime Video, Games and Music. This isn't just about maintaining excellence; it's about reimagining what's possible in customer service on a global scale.

The Future You'll Build: This role goes beyond traditional product management - it's an opportunity to shape the future of Amazon customer service at one of the world's most innovative companies. You'll be instrumental in building systems and strategies that will define how millions of customers interact with Amazon's technology for years to come.

Join us in our mission to be Earth's most customer-centric company, where your ideas will impact millions, your creativity will be celebrated, and your leadership will drive meaningful change.

Key job responsibilities

•Drive transformational initiatives that shape the future of customer support for Amazon's most innovative products

•Leading the coordination of critical strategy documents such as Operating Plan 1 (OP1), Strategic Planning Summit (SPS), Think Big sessions

•Architect strategies that will enhance the experience of millions of customers worldwide

•Partner with senior leadership to pioneer new approaches to customer service excellence

•Lead breakthrough programs that bridge technology, operations, and customer needs

•Champion the voice of the customer in every strategic decision for our business operations

•Coordinate important deliverables for Amazon Customer Service, Device, Prime Video, Music and Games

You'll be a vital force in:

•Crafting and executing visionary strategies that align with Amazon's customer-obsessed mission for Amazon Customer Service

•Orchestrating complex, cross-functional initiatives that drive organizational transformation

•Building and implementing innovative mechanisms that elevate team performance

•Delivering insights and recommendations that influence global decision-making

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

“Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan”

About the team

If you are interested in this role, please do not contact the hiring manager directly, but instead request an informational chat with the HM by clicking on the “request informational” button. Your current manager and HRBP will not be notified.

Basic Qualifications

• •A proven track record of 7+ years driving transformational change across technical and product domains

• •Outstanding program management expertise with demonstrable impact at scale

• •A history of influencing senior leadership through data-driven insights

• •Bachelor's degree (MBA preferred)

• •Deep expertise in process optimization and automation

• •Ability to understand and make contributions to product launches

• •A passion for leveraging data and metrics to drive continuous improvement

Preferred Qualifications

• MBA

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145,700/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.