Mid Level Customer Experience Cx Jobs

The Amazon Music Customer eXperience Infrastructure (CXI) team delivers the best audio and visual experiences for music, podcasts, and audiobooks across devices and modalities, with the lowest cost and fastest time to market. Our intelligence products power music and spoken word experiences across a range of surfaces. We also work to eliminate complexity for our team and our partners, making development efforts simpler, faster, and more efficient.

We're looking for a Principal PM-T to own Agent Experience and Music Intelligence for Amazon Music. This role spans the full breadth of Amazon Music's product surfaces — mobile, web, Fire TV, Echo, wearables, and third-party integrations — and sits at the intersection of cross-platform product strategy, AI-powered experiences, and the future of how customers discover and engage with music across Amazon's ecosystem.

You will define and drive the strategic vision for how Amazon Music's product experience evolves across endpoints, identifying the highest-leverage investments that span devices and unifying the customer journey from living room to pocket to voice. You will also shape our strategy for how Amazon Music's intelligence — catalog, personalization signals, and content graph — powers experiences across Amazon's AI and agent surfaces, partnering to define solutions that anticipate customer needs and deepen engagement.

This is a role for someone who thinks in systems, sees across organizational boundaries, and can translate a complex landscape into a coherent strategy that teams can execute against. You will influence at the VP level, partner across Amazon Music and adjacent organizations, and own decisions that shape the long-term trajectory of the product.

Key job responsibilities
As a Principal Product Manager, Technical on the Amazon Music Customer eXperience Infrastructure team, you will partner with senior leaders, product teams, and engineering organizations across Amazon Music and adjacent business units to define strategy, drive alignment, and deliver outcomes that span the full product surface.

• Cross-Platform Product Strategy: Own the strategic vision for how Amazon Music's experience evolves across devices and endpoints. Identify where platform-level investments create outsized customer value and drive alignment across teams on sequencing and prioritization.

• AI & Intelligence Strategy: Define how Amazon Music's intelligence layer — catalog, personalization graph, listening signals, and content metadata — creates value across Amazon's AI and agent surfaces. Partner with adjacent teams to define solutions that enable contextual, proactive, and personalized music experiences at scale.

• Strategic Leadership & Influence: Operate as a thought partner to Directors and VPs across Amazon Music and partner organizations. Author vision documents, PR/FAQs, and strategy narratives that set direction for multi-year investments. Represent Amazon Music's product strategy in cross-org forums and leadership reviews.

• Experience Unification: Identify and close gaps in the customer journey across surfaces — ensuring that investments in one endpoint (e.g., video on Fire TV, voice on Alexa, personalization on mobile) compound rather than fragment. Drive the connective tissue between platform teams.

• Innovation & Emerging Technology: Evaluate and shape how emerging technologies (generative AI, multimodal interfaces, ambient computing) create new product opportunities for Amazon Music. Translate technology capabilities into customer-facing product strategies with clear business cases.

• Goal Setting & Measurement: Define success metrics for cross-platform initiatives and AI-powered experiences. Develop frameworks that connect platform-level investments to customer outcomes (engagement, retention, TAMC growth). Be the resident expert on how device-level signals and AI capabilities translate to customer value.

• Stakeholder & Partner Management: Navigate complex multi-team dependencies across Amazon Music and adjacent business units. Drive clarity on ownership, sequencing, and tradeoffs. Ensure strategic alignment without sacrificing execution velocity.

A day in the life
You start the morning reviewing a partner team's strategy doc and leaving comments that connect their plans to Amazon Music's broader cross-platform roadmap. Before lunch, you lead a working session with engineering and science teams to define how Music's personalization signals and content graph should be leveraged across new product surfaces. After lunch, you walk your Director through a strategic narrative for an upcoming VP review — framing a multi-year vision for where Amazon Music should invest next. Later, you join a cross-org alignment meeting, pushing for decisions that serve multiple surfaces without creating lowest-common-denominator experiences. You wrap the day reviewing customer data that will shape your next investment recommendation.

About the team
The Amazon Music Customer eXperiences Infrastructure team is responsible for delivering innovative customer experiences across devices, music intelligence / agent experiences, shared developer frameworks, testing tools, stability and performance, user data services, developer APIs, cross-device playback control experiences, and more across Amazon Music's range of devices — including mobile apps, web experiences, big-screens, wearables, connected speakers, and third-party integrations. Our vision is to deliver a best-in-class, multi-device experience that is reliable, fast, and frictionless.

Our team is split primarily between the West Coast of the United States and India, with a growing presence in Mexico City. We partner with Amazon Music teams located in multiple locations throughout the world.

Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale. Learn more at https://www.amazon.com/music.