Principal PMT, Agentic AI Delegation, Identity

Description

We are seeking a customer-obsessed product manager to build CX experiences that enable AI Agents to transact on behalf of Amazon customers. This PM will own the end-to-end strategy for agent authentication and authorization, and delegation-ensuring that when an agent shops, pays, or takes action for a customer, it's both secure and frictionless.

This team has a "Work Hard, Have Fun, Make History" attitude. On a typical day, you might deep dive into agent transaction metrics to understand conversion drop-offs, define consent and spending-limit controls that give customers confidence, partner with Agentic Commerce and Payment teams on integration architecture, consult with top engineers and designers at Amazon on novel delegation models, or explore radical new approaches to trust and identity in an agent-first world.

You will be surrounded by people who are incredibly smart, passionate about Identity, and believe we are only scratching the surface of what AI agents can do to help customers everywhere.

Do you want to help define the future of how AI agents act on behalf of Amazon customers-browsing, comparing, purchasing, and managing orders-while keeping customers in control? Can you help Amazon create compelling, trust-building experiences where customers confidently delegate shopping tasks to intelligent agents?

Our team is known internally as the Identity Services team. We own the systems that authenticate hundreds of millions of customers across Retail, Alexa, Prime Video, and Amazon Pay. Now we're extending that foundation to agent-mediated commerce: defining how agents prove who they act for, what they're allowed to do, and how customers grant, monitor, and revoke that authority.

Mentorship and Career Growth:

Our team is dedicated to supporting new team members. We have a broad mix of experience levels and Amazon tenures, and we're building an environment that celebrates knowledge sharing and mentorship. Our PMs truly enjoy mentoring and onboarding new team members through one-on-one mentoring and thorough, but kind, doc reviews. We care about your career growth. We take your career goals and objectives into account when deciding ownership areas-helping each team member develop into a better-rounded PM and enabling them to take on more complex features and services in the future.

Key job responsibilities

1. Customer-Centric Strategy:
Start with the customer and work backwards. Deeply understand how customers want to delegate shopping tasks to AI agents-what makes them feel safe, in control, and delighted. Use those insights to define and evolve the Agent Identity and Agent Transaction strategy, ensuring every feature earns customer trust and removes friction from agent-assisted shopping.

2. Customer Experience Definition:
Write requirements from the customer's perspective. Define what a customer sees, feels, and controls when an agent acts for them-from granting permission, to reviewing an agent's cart, to revoking access. Produce user stories that articulate the customer's mental model of trust, not just system requirements. Partner with Legal and Privacy to ensure compliance enhances (not hinders) the customer experience.

3. Roadmap Planning:
Prioritize ruthlessly based on customer impact. Sequence initiatives-consent experiences, spending controls, agent authorization, and transaction transparency-by asking "which capability would customers miss most?" Deliver a consistent cadence of releases that measurably improve how easily and confidently customers let agents shop on their behalf.

4. Cross-Functional Customer Advocacy:
Represent the customer's voice across Identity, Agentic Commerce, Payments, and Fraud teams. Influence partner teams to adopt shared standards that put customer transparency and control at the center of agent transactions. Ensure no team's technical decision degrades the end-to-end customer experience.

5. Measure What Matters to Customers:
Define and monitor metrics that reflect customer outcomes-task completion rates, time saved through agent delegation, customer confidence scores, opt-in and retention rates, and friction points that cause customers to revoke…