Principal Product Manager, Org Transformation , Quality & Escalations

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 provide 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.