Description
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 exists to 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 leads 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 teams across 6K 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 fu...