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

Customer experience is at the heart of all we do at Amazon as we strive to be Earths most customer-centric 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 worlds 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.

This role is inherently cross-functional. You will partner closely with the Sr. Engineering leader to drive technical execution while also working across Applied Science Operations and partner product teams to align priorities and influence the broader Network Solutions strategy. The ideal candidate combines deep technical acumen with strong product instincts thrives in ambiguity and is energized by building products that dont yet exist to solve problems customers dont yet know they have. You will build and lead a team of product managers setting the standard for product excellence and developing talent within the organization.


Key job responsibilities
- 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

About the team
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
- Bachelors 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.

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 youre applying in isnt listed please contact your Recruiting Partner.

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. Learn more about our benefits at WA Seattle - 197900.00 - 267800.00 USD annually