Job Description
Principal Product Manager, Org Transformation, Quality & Escalations
Job ID: 10453264 | Amazon UK Services Ltd.
Come build the future of Amazon Customer Service (CS) with us. Quality & Escalations (Q&E) vision is to deliver exceptional customer experiences by continuously inspecting, innovating, and improving contact center operations.
The Q&E team provides Tier 2 support when escalations arise, resolves customer issues, identifies root causes, and implements frameworks to improve service quality across all CS interactions.
Key Job Responsibilities
- Lead One Operations transformation. Drive 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. Build operating rhythms, decision-making frameworks, and communication mechanisms that connect local execution to g...