Director Network Control Center, Amazon Customer Service, Amazon Customer Service

Amazon • Seattle, WA

2d

About The Position

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.

We are seeking an experienced and visionary leader to reimagine the CS operating
model, working backwards from the customer experience to design, plan, and
operate the world's largest customer service network. The Director of our
Network Control Center will shape the vision and execute ambitious plans to
transform our network response strategy and live operations playbook, leveraging
AI-Native capabilities to co-pilot and autonomously operate a highly scaled
network in real-time. They will ensure network health & reliability through
continuous observability, situational awareness, and proactive intervention,
leveraging real-time signals to monitor, interpret, and act on risks to desired
customer journeys across all channels. This well-rounded leader must excel at
balancing strategic vision with practical implementation, deep technical
expertise with broad operational understanding, and navigating complex,
cross-functional business landscapes while guiding a large organization through
transformative change. A proactive, solution-oriented, and creative mindset is
critical for success in this role. This is an exciting opportunity to shape the
future of CS at Earth’s most customer-centric company, impacting the experience
of millions of customers.

Requirements

• 10+ years of product management experience
• Bachelor's degree or above in computer science, computer engineering, or related field
• Experience delivering large, cross-functional, customer facing products

Nice To Haves

• Master's degree, or MBA in business, data science, public administration, finance, engineering, human resources or related field
• Experience within e-commerce or Retail fields
• 8+ years of successful technology products work from ideation through launch experience
• Experience in stakeholder management, including influencing executive level global leaders
• Experience managing managers and global teams

Responsibilities

• Define and execute the network response strategy for Amazon's global customer service operations, ensuring network health through continuous observability, situational awareness, and proactive intervention across all channels
• Lead development and continuous improvement of AI-Native platforms to enable autonomous network operation at scale
• Build and improve real-time signal detection capabilities that continuously monitor, interpret, and act on network risks, predicting anomalies, incidents, and performance degradation before customer impact
• Establish continuous visibility across every network layer, tracking issues to closure through reinforcement learning and closed-loop workflows that prevent recurrence
• Drive systematic root cause identification and defect elimination, connecting cross-functional teams to measure effectiveness and create continuous improvement cycles
• Develop automated corrective actions that adjust capacity and routing rules in real-time
• Routinely partner with a broad and diverse set of stakeholders to champion customer-centric initiatives that drive change at all levels of the organization
• Lead through complexity and ambiguity, making high quality judgement decisions impacting the experience of millions of customers on an ongoing basis
• Coach and mentor a high-performing leadership team and effectively guide them through organizational change, building a dynamic, customer-obsessed culture

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Director