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.