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Description

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, 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.

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 don't yet exist to solve problems customers don't 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.