Sr Manager, Product Management- Technical, Customer Service Network Solutions

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customercentric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction.

Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Sr. Manager, Product Management - Technical to lead the product team and own the roadmap for our Network Control Center (NCC) — a new AI-native service that will transform how Amazon Customer Service detects, responds to, and recovers from incidents across our global network. Today, our incident management relies on disconnected tools, manual processes, and reactive detection.

You will define what "proactive" looks like — translating a bold vision into a concrete product strategy that delivers continuous observability, autonomous response, and intelligent customer recovery at scale.

• Lead the Network Control Center product team to define the vision, strategy, and roadmap for proactive incident detection, response, and customer recovery
• Partner with engineering, applied science, operations, and partner teams to build AI-native capabilities that transform network observability and incident management
• Own the end-to-end product lifecycle, making high-judgment trade-offs between customer impact, technical feasibility, and speed of execution
• Define success metrics and measurement frameworks that connect platform capabilities to customer outcomes and business value
• Drive rapid experimentation and invention, distinguishing between one-way and two-way doors to accelerate learning and delivery
• Build, develop, and inspire a team of product managers, setting a high bar for product excellence across the organization

Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.

• 6+ years of team management experience
• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product

• Experience delivering consumer software products and services in a high growth environment

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

USA, WA, Seattle -  -  USD annually