Sr. Product Manager - Technical, CS Network Solutions

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 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.