Sr. Product Manager - Technical, CS Network Solutions
Amazon.com Services LLC•3w ago
United StatesOnsiteFull-timeManager Level5+ yrs exp
H-1B verified · 2310 LCAs
Top focus
Product ManagerTechnical Product ManagerVp Product
- Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality
- delightful experience — across all of our CS channels — in every interaction. Within CS, Network Solutions is responsible for designing, planning
- operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences
- 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. Product Manager - Technical to own a core product area within our Network Control Center (NCC) — a new AI-native service that will transform how Amazon Customer Service detects, responds to
- recovers from incidents across our global network. Today, our incident management relies on disconnected tools, manual processes
- reactive detection. You will define what "proactive" looks like — translating a bold vision into a concrete product strategy that delivers continuous observability, autonomous response
- intelligent customer recovery at scale. In this role, you will drive the product from early definition through production. You will work backwards from the customer to define requirements, make trade-off decisions
- ship software that reinvents the journey between when something goes wrong and when customers feel made whole. This is a deeply cross-functional role — you will partner daily with Engineering, Applied Science
- also influencing partner teams across Amazon who own the upstream signals, tooling
- customer channels your product depends on. The ideal candidate combines deep technical acumen with strong product instincts, thrives in ambiguity
- is energized by building products that don't yet exist to solve problems customers don't yet know they have. Key job responsibilities - Own the product vision, strategy
- roadmap for a core capability area, defining what we build, in what order
- why - Write product requirements that translate customer needs and operational realities into engineering and science deliverables - Partner with Applied Science and Engineering to define model requirements, success thresholds
- feedback mechanisms that improve system accuracy over time - Define success metrics that connect platform capabilities to customer outcomes and business value - Influence partner teams across Amazon to secure data access, integrations
- operational commitments your product depends on - Drive rapid experimentation — proof-of-concepts, back-tests
- controlled rollouts — to validate assumptions before scaling - Make high-judgment trade-offs between scope, speed
- quality, distinguishing between one-way and two-way doors 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
- 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
- proactive intervention — leveraging AI to monitor, interpret
- act on risks to customer journeys across all channels.
- Bachelor's degree - Experience owning/driving roadmap strategy and definition - Experience with feature delivery and tradeoffs of a product - Experience contributing to engineering discussions around technology decisions and strategy related to a product - Experience managing technical products or online services - Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience managing and deploying ML products - Experience in building analytic or scientific data products or solutions - Experience designing and launching new products from the ground up Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability
- 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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
- 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
- parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually