Principal Product Manager – Technical, Native AI Customer & Tech , DLS Tech

Job :  |  Services LLC

Amazon's Disability, Leave & Services (DLS) Product & Technology organization is looking for a Principal Product Manager – Technical to own the Native AI customer and technical experience. Your mission is to reimagine Leave, Accommodations, and Services as an AI-native experience, where an intelligent agent answers any employee's question correctly the first time, and where our own teams build and ship at machine speed.

You will own the customer-facing AI experience and the technical strategy that makes it trustworthy at scale for millions of employees and their families.

• Own the product and technical strategy for the Native AI customer experience across Leave, Accommodations, and Services (the agent, the skills, and the knowledge that power them)
• Define how the team progresses up the Native AI stack (foundation models - knowledge - orchestration - validation - autonomy)
• Own the strategy for answer correctness at scale across every worker class, plan, life event, region, channel, and audience (employee, manager, HR partner)
• Partner with engineering to build the validation, evaluation, and content-gating capabilities that let the team ship code and content as a single, safe change
• Drive the roadmap for agent-assisted operations, from agents that triage and propose, to agents that act within scoped, audited permissions
• Define the metrics for AI-native progress, human touchpoints between idea and production, idea-to-production cycle time, segment coverage, and time-to-correct
• Partner with product managers, engineering, and program teams to embed technical product direction from initiative inception

• 8+ years of technical product or program management experience
• Experience building complex software systems that have been successfully delivered to customers, or experience managing teams
• Experience shaping business strategy for technical products or services for large enterprises or partners
• Bachelor's degree or equivalent
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
• Experience defining roadmap strategy and prioritizing deliverables for your team products

• Experience providing and effectively communicating strategic and tactical recommendations based on data
• Experience developing test strategies and plans for complex hardware/software systems or systems of systems
• Knowledge of concepts like system architecture, optimization, system dynamics, system analysis, statistical analysis, reliability analysis, and decision making
• Experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
• Hands‑on experience shipping AI-native or agentic customer experiences (foundation models, orchestration, evaluation)
• Familiarity with knowledge management, retrieval, and content platforms
• Experience in HR technology, benefits, or healthcare
• Track record of building trust and safety into large-scale, high-sensitivity products

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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