Principal Product Manager

Who you are

• 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
• 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

What the job involves

• 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
• 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