Principal Product Manager - Tech (PMT), HR Experience Technology

Own the product strategy for onboarding new organizations and populations onto Amazon's HR support platforms—including the largest subsidiary migration in PXT history—as we converge toward Service Central, our next-generation AI‑first platform that unifies HR support for 1.8 million Amazonians. As a Principal Product Manager - Tech in our HR Experience Tech (HRXT) team, you'll lead product delivery for a high‑priority S Team‑sponsored initiative to transition employees to Amazon's HR support infrastructure, while simultaneously building the scalable onboarding playbook that will define how new populations are brought onto Service Central as it becomes the single, converged platform for all HR support at Amazon.

This is a rare opportunity to shape how Amazon's HR technology evolves during a pivotal transformation. We are actively converging two major platforms—HR Service Central (HRSC) and Universal Service Channel (USC)—into Service Central, a unified AI‑first platform built on modern infrastructure that eliminates fragmented tools, provides complete employee context through AI‑powered intelligence, and transforms HR support from reactive case management to proactive, employee‑centric experiences.

You'll work across a multi‑product technology stack spanning case management, AI‑powered self‑service, content management, intelligent routing, voice infrastructure, and unified employee data platforms—coordinating across all of these to deliver seamless end‑to‑end employee experiences today while designing for the converged Service Central future. You'll partner with HR operations leaders, business stakeholders, engineering teams, and domain experts to navigate complex organizational transitions while building the systems, frameworks, and processes that make future onboarding to Service Central dramatically faster and simpler.

This role demands someone who can hold two timelines simultaneously: delivering immediate business value through current‑state platform onboarding while designing each investment to accelerate the Service Central convergence. You'll leverage AI capabilities—including conversational AI, agentic workflows, proactive issue detection, and unified employee context—to reimagine how new populations experience HR support from day one on the converged platform.

• Own the product vision and strategy for cross‑platform HR technology solutions, identifying opportunities to create seamless experiences across Service Central, HRSC, USC, and PXT CMS.
• Own the end‑to‑end product strategy and delivery for a high‑priority executive‑sponsored initiative to transition a major Amazon subsidiary's employee population onto Amazon's HR support infrastructure across a phased timeline from pilot through full cutover.
• Define and execute the product roadmap across multiple platforms (case management, self‑service, content management, routing, etc.) to deliver seamless employee experiences during complex organizational transitions.
• Build a scalable, repeatable platform onboarding framework that reduces time‑to‑onboard for future customer populations from months to weeks—establishing the playbook for how new organizations, domains, and subsidiaries are brought onto Amazon's HR support ecosystem.
• Partner with HR operations leaders and business stakeholders across Amazon and subsidiary organizations to define support models, map service catalogues, and design employee experiences that maintain a consistently high bar throughout migration phases.
• Lead product decisions for dual‑system transitions where employees and support teams must navigate parallel infrastructures, designing mitigation strategies that prevent service degradation and context loss.
• Drive platform expansion initiatives including new domain onboarding, regional expansion, and centralization model support (cluster models, regional queues, pooled support).
• Define success metrics and measurement frameworks across employee experience (satisfaction, resolution times, abandonment rates), operational efficiency (case volumes, agent productivity), and technical performance (system availability, integration reliability).
• Collaborate with…