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...