The role
From Amazon's own posting.
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. 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, 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.
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, and 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, and Operations, while also influencing partner teams across Amazon who own the upstream signals, tooling, and customer channels your product depends on.
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.
Key job responsibilities
- Own the product vision, strategy, and roadmap for a core capability area, defining what we build, in what order, and 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, and 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, and operational commitments your product depends on
- Drive rapid experimentation — proof-of-concepts, back-tests, and controlled rollouts — to validate assumptions before scaling
- Make high-judgment trade-offs between scope, speed, and quality, distinguishing between one-way and two-way doors
- 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, 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 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, 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 https://amazon.jobs/en/benefits .
USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually