Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
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 provides 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 lead 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 team of over 6,000 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 by driving 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 including operating rhythms, decision-making frameworks, and communication mechanisms that connect local execution to global strategy.
- Architect scalable processes and systems by creating standardized processes, tools, and data infrastructure that enable visibility, coordination, and knowledge sharing while allowing appropriate local flexibility.
- Redesign organizational structures to eliminate vertical fragmentation through new organizational designs, role definitions, cross-site teams, and matrix structures that enable horizontal collaboration.
- Drive culture transformation by leading large-scale change management to shift mindsets from local optimization to network-wide thinking and building coalitions of leaders who champion collaboration.
- Partner cross-functionally with 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 by owning 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.

Experience
- Owning and driving roadmap strategy and definition
- Blending product and program management skills to execute strategic initiatives focused on process creation, standardization, and improvement
- End-to-end product delivery
- Product management or product ownership
- Managing product cycles of 6+ months
- Owning feature delivery and making tradeoffs
- Product or program management, product marketing, business development, or technology roles
- Leading and transforming highly effective organizations
- Breaking down organizational silos and driving strategic alignment at scale

About you
- Dynamic, forward-thinking leader capable of influencing without authority
- Skilled at orchestrating large-scale organizational change
- Strong collaborator able to partner cross-functionally and build coalitions
- Able to balance strategic vision with practical implementation
- Passionate about driving sustainable transformation across complex global networks

Qualifications
- Experience owning technology products preferred
- Expertise in transforming fragmented operations into unified, coordinated networks
- Deep knowledge of organizational design, change management, and process architecture
- Experience in customer service or contact center operations across multiple geographies
- Familiarity with governance design, operating models, and decision-making frameworks
- Understanding of Amazon's business mechanisms and Leadership Principles preferred