Senior Manager, Product Management, Customer Service - Network Solutions

Senior Manager, Product Management, Amazon Customer Service - Network Solutions

Job  |  Services LLC

Are you ready to be on the front lines of the next transformation of customer service at global scale? We're seeking a Senior Manager, Product Management & Strategic Operations to lead product strategy and execution for CS Network Solutions— the team reinventing how Amazon operates the world's largest customer service network through AI‑Native capabilities.

This role uniquely combines strategic product leadership with business operations and strategic planning responsibilities. You'll define the product vision, roadmap, and go‑to‑market strategy for AI‑Native customer service solutions while serving as a strategic partner who drives organizational alignment, resource optimization, and continuous improvement initiatives. You'll own the product lifecycle from conception through launch and optimization, working at the intersection of customer needs, technology capabilities, business outcomes, and operational excellence.

This isn't a traditional product management role—it's the opportunity to shape the future of customer service operations through AI‑Native inventions while driving the strategic planning and operational frameworks that enable organizational success at scale.

• Own product strategy, roadmap, and cross‑functional execution for CS Network Solutions AI‑Native capabilities, leading engineering, UX, data science, and operations teams from concept through launch while conducting market analysis to inform prioritization decisions.
• Define product requirements and drive feature prioritization, translating customer insights, business objectives, and technical constraints into actionable specifications using data‑driven trade‑off analysis.
• Drive organizational alignment and strategic planning, integrating product strategy with broader goals, managing budgets, preparing business cases and ROI analyses, and optimizing resource allocation decisions.
• Establish and monitor success metrics across product and operational excellence, defining KPIs, tracking progress, leading continuous improvement initiatives, and using data‑driven insights to identify efficiencies and guide strategic decisions.
• Manage stakeholder communication and champion customer‑centricity, preparing executive updates and strategic recommendations while conducting user research to ensure decisions remain grounded in delivering exceptional customer experiences.

Your day begins preparing executive briefings and synthesizing overnight updates across AI‑Native platform development. Morning brings leadership syncs where you facilitate strategic decisions, manage follow‑ups, and ensure organizational alignment. Mid‑day involves coordinating cross‑functional stakeholders on planning, budget reviews, and program status updates. Afternoons often include deep‑dive sessions on continuous improvement initiatives, change management efforts, and organizational health assessments. You'll close your day preparing communications for tomorrow's executive forums, ensuring the rhythm of business runs seamlessly while translating complex technical and operational challenges into clear strategic recommendations that drive breakthrough results.

CS Network Solutions is reinventing the customer service operating model by working backwards from the customer journey. We own the end‑to‑end design, orchestration, and observability of Amazon's customer service network, delivering cost‑efficient, reliable, consistent, and high‑quality customer journeys across every touchpoint. Our mission is built on four pillars:
Predict, Orchestrate, Observe, and Optimize. We're building AI‑Native capabilities that transform how the world's largest customer service network operates, ensuring every customer interaction is seamless regardless of channel. Join us in shaping the future of customer service at Amazon scale.

• 12+ years of product or program management, product marketing, business development or technology experience.
• 6+ years of team management experience.
• Bachelor's degree.
• Experience owning/driving…