Amazon.com Services LLC
Technology
SrManager,ProductManagement-Technical,CustomerServiceNetworkSolutions
Neural analysis suggests this role is
optimal for Manager candidates.
“Sr Manager, Product Management- Technical, Customer Service Network Solutions at Amazon.com Services LLC. Skills: Product management, AI-native systems, Incident response. Lead product team. Define vision, strategy, roadmap”
What You'll Achieve.
Transform incident management; Deliver continuous observability; Deliver autonomous response; Deliver intelligent customer recovery
Industry & Context.
High-judgment trade-offs; Root cause analysis
What They're Looking For.
Must Have
6+ years team management, Bachelor's degree, Own/drive roadmap strategy, Feature delivery experience, Product tradeoffs experience
Nice to Have
Deliver consumer software products, High growth environment experience
What You'll Do.
Partner with engineering
Build AI-native capabilities
Transform network observability
Transform incident management
Own end-to-end product lifecycle
Make high-judgment trade-offs
Define success metrics
Define measurement frameworks
Drive rapid experimentation
Build and develop product managers
Inspire product managers
Set high bar for product excellence
How You'll Work.
Team & Collaboration
Cross-functional teams; Partner teams; Engineering leader; Applied Science; Operations
Process & Methodology
Roadmap strategy, Feature delivery, Speed of execution
Full Job 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 tal
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