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

Benefits

Parental leave

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401(k) match

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About this role

Sr Manager, Product Management- Technical, Customer Service Network Solutions Seattle, Washington, USA 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

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