Description The Global Real Estate and Facilities (GREF) organization is seeking a strategic and innovative Principal Product Manager to drive the development and enhancement of operational and analytical tools used by our Customer Support teams. In this pivotal role, you will own the tools and analytics roadmaps, translating business needs into technical requirements and partnering closely with end users and technical teams. Your expertise will be crucial in structuring testing processes and spearheading change management efforts associated with new feature rollouts. This position demands a blend of technical acumen, strategic thinking, and exceptional stakeholder management to deliver continuous improvement in our support operations. You will work effectively with customers, stakeholders, and engineering teams to deliver significant features successfully, ensuring that your efforts result in measurable improvements to the customer experience. Your ability to influence technical priorities and business strategy through data-driven contributions will be essential in shaping the direction of our support tools. As a simplifier, you will judiciously add, refine, and remove features, focusing on delivering the right solutions that make a real impact. Your proactive approach to risk identification and mitigation will be crucial in keeping projects on track. You'll bring potential issues to the attention of your team and stakeholders, presenting plans for mitigation before they become roadblocks. This role offers an exciting opportunity to shape the future of GREF's support operations for our global workforce of over 300,000 employees through innovative product solutions. The ideal candidate should have extensive product management experience, preferably in enterprise software or analytics platforms, and demonstrate a proven track record of delivering impactful products that solve complex operational challenges. Your expertise in translating business requirements into technical specifications, combined with your ability to lead cross-functional teams, will be crucial in bridging the gap between user needs and technical solutions. Key job responsibilities • Own the roadmap for GREF Customer Support tools and analytics, establishing a strategic vision for major features and leading all stages of delivery • Communicate roadmap and feature recommendations effectively to diverse audiences through narratives, PR/FAQs, and other strategic documentation • Define and prioritize business requirements, distilling clear specifications from input provided by customers, partners, and vendors for development teams • Build and maintain strong partnerships with end users, technical teams, and regional stakeholders to ensure alignment on product vision and execution • Lead the design and implementation of comprehensive testing strategies to ensure product quality and reliability • Develop and execute effective communication and change management plans for new feature rollouts • Analyze user data, feedback, and operational metrics to identify trends, risks, and improvement opportunities across support tools • Create and maintain product performance dashboards that effectively communicate insights and track progress toward service delivery goals • Conduct regular product reviews with technical and business teams to drive action and accountability, resulting in measurable improvements to customer experience Basic Qualifications - 8+ years of product or program management, product marketing, business development or technology experience - 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience - Bachelor's degree - Experience with feature delivery and tradeoffs of a product - Experience owning/driving roadmap strategy and definition - Experience with end to end product delivery Preferred Qualifications - Master's degree preferred - Track record of successfully delivering complex technical and operational products at enterprise scale - Proven experience leading and influencing senior stakeholders across global organizations - Experience managing distributed development teams and navigating matrix organizations Strong operational and/or customer service background at scale - Demonstrated ability to scale products and operations globally - Track record of driving organizational change and transformation initiatives - Experience developing multi-year product roadmaps aligned with business objectives - Strong business acumen with the ability to connect product initiatives to financial outcomes - Experience leading product discovery and innovation initiatives Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145,700/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.