Sr. Product Manager - Technical, CS Network Solutions

About the role

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 CS channels. Within CS, Network Solutions designs, plans, and operates the world’s largest customer service network, building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The team is transforming CS from a manually operated, reactive model into an AI‑native ecosystem that makes CS a growth driver and competitive advantage for Amazon. The Sr. Product Manager – Technical will own a core product area within the 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.

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 the 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.

Basic Qualifications

• Bachelor’s degree.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and trade‑offs 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 representing and advocating for a variety of critical customers and stakeholders during executive‑level prioritization and planning.

Preferred Qualifications

• Experience managing and deploying machine‑learning products.
• Experience building analytic or scientific data products or solutions.
• Experience designing and launching new products from the ground up.

Pay

Base salary range: $151,200 – $204,600 USD annually (Seattle, WA). The total compensation package includes sign‑on payments and restricted stock units (RSUs), with final amounts determined by experience, qualifications, and location.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription), Basic Life & AD&D insurance, optional supplemental life plans.
• Employee Assistance Program (EAP) and mental health support.
• Medical advice line and flexible spending accounts.
• Adoption and surrogacy reimbursement coverage.
• 401(k) matching.
• Paid time off.
• Parental leave.