Principal Product Manager, Org Transformation , Quality Escalations

Principal Product Manager, Org Transformation , Quality Escalations Overview

This role sits within Amazon Customer Service’s Quality & Escalations organization, a large global function that supports frontline teams when customer experience issues are escalated. The team handles customer escalations from multiple sources, works to identify and remove root causes, and builds the frameworks, technology, and programs that improve service quality across customer service interactions and touchpoints. The organization spans thousands of Amazonians across more than 30 countries, so this position plays a central part in shaping how the function operates at scale.

The Principal Product Manager for Org Transformation will assess the current structure of Quality & Escalations and lead the creation and rollout of a future operating model. Working from the team’s vision and charter, this person will help design the processes, systems, and organizational structures needed to align regions and functions, reduce silos, and create a more consistent and scalable operating environment worldwide. The role calls for someone who can lead through influence, work with senior stakeholders, and balance long-term strategic thinking with practical execution.

What you will do

• Lead the “One Operations” transformation by moving the organization away from fragmented, vertically separated ways of working and toward a single model with shared goals, common processes, and aligned incentives across the global network.
• Build governance and alignment structures, including operating rhythms, decision-making approaches, and communication methods that connect local execution to global strategy.
• Develop scalable processes and systems by creating standardized tools, workflows, and data foundations that improve visibility, coordination, and knowledge sharing while preserving the right amount of local flexibility.
• Redesign the organization itself through new structures, clearer role definitions, cross-site teaming, and matrixed collaboration models that encourage horizontal partnership.
• Lead culture and change efforts that shift teams from local optimization to network-wide thinking and help build a coalition of leaders who support collaboration over competition.
• Partner with operations, product, technology, finance, PxT, and other functions to align on transformation priorities and gain commitment to the change agenda.
• Measure and deliver transformation results, including stronger strategic alignment, more consistent operations, better collaboration across sites, and improved performance across the network while keeping the business stable.
• Mentor and develop the Program Management community by strengthening capability, encouraging knowledge sharing, and supporting leadership growth across the organization.

What Amazon is looking for

• Experience defining and owning product roadmap strategy.
• Experience combining product and program management skills to deliver strategic initiatives focused on process design, standardization, and improvement.
• Experience delivering products from start to finish.
• Experience working as a product manager or product owner.
• Experience with product cycles lasting six months or more.
• Experience owning feature delivery and making product tradeoff decisions.
• Experience in product management, program management, product marketing, business development, or technology.
• Experience leading and transforming highly effective organizations.
• Demonstrated success in breaking down organizational silos and driving alignment at scale.
• Preferred experience owning technology products.
• Preferred experience transforming fragmented operations into a coordinated, unified network.
• Preferred deep expertise in organizational design, change management, and process architecture.
• Preferred experience in customer service or contact center operations across multiple geographies.
• Preferred experience designing governance models, operating models, and decision-making frameworks.
• Preferred familiarity with Amazon’s business mechanisms and Leadership Principles.

Additional information

Amazon describes itself as an equal opportunity employer and says hiring decisions are based on experience and skills. The company also states that it values diversity and inclusion, and that its inclusive culture helps employees deliver the best outcomes for customers.

If you need a workplace accommodation or adjustment because of a disability during the application, interview, or onboarding process, Amazon directs applicants to its accommodations information page and asks candidates in countries or regions not listed there to contact their recruiting partner.

Amazon also provides a candidate privacy notice explaining how personal data is collected, used, and transferred.

The role is based in London, United Kingdom, within the Customer Service organization.

Degree Requirement: Not Specified

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