Principal, HR Specialist, Customer Service PXT

Are you passionate about shaping the future of HR at Amazon? Join CS PXT as a Principal, HR Specialist for Strategy & Transformation, pioneering initiatives that will revolutionize how we deliver HR services at scale. This highly visible role combines strategic leadership with hands-on execution, offering the opportunity to pioneer AI integration in HR while leading cross-organizational transformation efforts.

As a key leader on the CS PXT Transformation team, you'll shape how PXT supports Customer Service employees globally. This role offers unique exposure to senior leadership and the chance to build scalable solutions that could become blueprints for Amazon's future HR operating model.

Key job responsibilities
Responsibilities may include, but are not limited to:

• Drive future-state HR strategy development and transformation initiatives across CS PXT

• Lead strategic planning and documentation for major organizational changes

• Spearhead AI/ML integration and innovation across HR service delivery

• Design and implement scaling strategies for potential program expansion to other organizations

• Own executive-level communications and strategic narratives

• Build frameworks for cross-organizational partnerships and program expansion

• Drive HR role evolution through innovative service delivery models

• Manage complex, multi-stakeholder projects with significant organizational impact

• Partner with tech teams to identify and implement automation opportunities

• Develop change management strategies for large-scale initiatives

A day in the life
This role sits at the intersection of strategy, innovation, and execution. As a key thought partner to the CS PXT Transformation leader, you'll help shape and drive our organizational vision. Your day might include partnering with tech teams on AI experiments, crafting strategic narratives, and designing frameworks for scaling successful innovations across Amazon.

You'll regularly:

• Act as strategic advisor on organizational direction and future-state planning

• Drive rapid experimentation with AI and emerging technologies in HR

• Craft compelling narratives for senior leadership communications

• Lead multiple high-impact transformation initiatives simultaneously

• Build frameworks to scale successful innovations beyond CS PXT

• Navigate complex stakeholder relationships across functions and levels

About the team
The CS PXT Transformation team is pioneering the future of HR at Amazon, leading strategic initiatives that are reshaping how we support Customer Service's employees globally. We're driving innovative solutions in AI integration, process optimization, and HR service delivery while setting new standards for operational excellence. Our team combines strategic thinking with hands-on execution, offering unique opportunities to shape Amazon's HR evolution. If you're energized by complex challenges, passionate about innovation, and ready to influence the future of HR at scale, join us in transforming how Amazon delivers HR services.

Basic Qualifications:

• Bachelor's Degree

• 5+ years HR Generalist or strategic planning experience

• Experience leading complex, cross-functional programs

• Track record of data-driven decision making and metrics-based improvements

• Demonstrated experience owning program strategy, end-to-end delivery, and executive-level communications

• Experience managing multiple stakeholders across organizational levels

• Ability to navigate ambiguous, complex environments

• Able to execute multiple priorities under tight deadlines

• Amazon writing experience and demonstrated storytelling ability

Preferred Qualifications:

• Experience leading strategic transformation initiatives or large-scale process improvements

• Strong analytical skills with proven ability to drive data-based decision making

• Track record of scaling programs or processes across organizations

• Experience with AI/ML implementation or technology transformation projects

• Background in strategy consulting or internal strategy roles

• Strong understanding of modern HR practices and emerging trends

• Experience building frameworks and strategic documentation

• Proven ability to influence and align senior stakeholders without direct authority

• Change management experience in large organizations

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

---