This PMT role is within Amazon Customer Service's (CS) Customer Experience Improvement (CXI) organization, on the Quantum (QNTM) team. QNTM leads development of GenAI products that autonomously detect, investigate, and resolve customer experience defects at massive scale across Amazon's entire consumer business. The position will own Compass - QNTM's AI-powered CX intelligence orchestration system - re-imagining how Amazon leverages customer interactions and feedback to identify unsatisfactory experiences in near-real-time and eliminate root causes before they impact more customers. This is a 0-to-1 product building opportunity where you'll partner with a dedicated team of scientists, engineers, analysts, and program managers to design and govern the Customer Journey Map (CJM) coordinate system, define the end-to-end technical architecture across three product capabilities (Explore & Detect, Route & Act, Validate & Confirm), build confidence-scored causal attribution models that isolate root cause from coincidence, and own integration contracts across CS, Devices, and Operations - delivering the Minimum Lovable Product across two delivery defect types by end of 2026.

You will be building the infrastructure that shifts Amazon from reactive defect response to predictive defect prevention - connecting intelligence systems that have never spoken to each other. The scope spans Retail, Stores, Digital Devices, and all consumer business verticals, with a roadmap extending through 2027 and continued expansion into additional segments and businesses - making this a high-visibility, high-autonomy role with direct exposure to senior leadership and compounding impact across Amazon's full consumer business.

Key job responsibilities

- Own the design, development, and delivery of Compass - QNTM's AI-powered CX intelligence orchestration system - accountable for the full closed loop: signal ingestion, root cause attribution, action routing, and fix confirmation across CS, fulfillment, devices, and operations

- Design and govern the Customer Journey Map (CJM) - the shared coordinate system that assigns every CX signal, defect, and planned initiative its precise location in the customer journey - enforcing the taxonomy, data standards, and touchpoint definitions that make attribution defensible across partner organizations

- Define end-to-end technical architecture requirements for Compass: data pipeline design, API integration contracts, and system integration standards connecting existing intelligence investments - anomaly detection, defect attribution, capacity optimization, and customer perception tools - into a single orchestration layer

- Partner with Applied Scientists and BIEs to design confidence-scored causal attribution models that isolate root cause from coincidence and produce auditable evidence before routing a defect to an accountable owner

- Author technical PRFAQs, engineering requirements, and integration specifications for all three product capabilities: Explore & Detect, Route & Act, and Validate & Confirm

- Drive MLP delivery across delivery defect types by end of 2026; own roadmap expansion through 2027 and into additional segments and businesses

- Influence engineering and product roadmaps across AMZL, Devices, Retail, and Operations; drive strategic product reviews for CS and senior leadership

A day in the life

You'll start your week in the signals - reviewing the Customer Journey Map and Delivery Supply Chain to understand where new friction is surfacing across the delivery journey, and partnering with Applied Scientists and BIEs to determine whether a spike is noise or a pattern worth routing to an accountable owner. You'll spend time in technical design sessions with Engineering, pressure-testing the data pipeline architecture and API integration contracts that connect Compass to the intelligence systems already live or in active development across CS, AMZL, and Operations - anomaly detection, defect attribution, capacity optimization, and customer perception tools that each produce strong outputs but have never been read together. Mid-week you'll shift to product - writing PRFAQs and engineering requirements for the next capability, aligning with Program Managers on cross-team dependencies, and working with peer Product teams to translate their signals and roadmaps into Compass integration contracts. You'll close the loop on fixes that shipped the prior sprint, validating with Analysts that confirmed resolutions actually reduced contact rates before marking a defect closed. Your customers are the CX leaders, operations teams, and business owners across Amazon who need a live, trustworthy answer to the question: what is hurting customers right now, and who owns fixing it?

BASIC QUALIFICATIONS

- Bachelor's degree

- Experience owning/driving roadmap strategy and definition

- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

- 5+ years of technical product or program management experience

- Experience developing, deploying and managing AI products at scale

- Experience in identifying a customer need, building a product to meet that need, and launching that product

- Experience in analyzing data to drive decisions

PREFERRED QUALIFICATIONS

- Experience in building and driving adoption of new tools

- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight

- Experience driving adoption of new and disruptive technologies

- Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics

- Familiarity with defect elimination systems or quality management platforms

- Knowledge of multi-tenant system architecture and design

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Austin - 151,200.00 - 204,600.00 USD annually

USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually