Senior Manager, Product Management, Amazon Customer Service - Network Solutions

Amazon • Seattle, WA

3d

About The Position

Are you ready to be on the frontlines of the next transformation of customer
service at global scale? We're seeking a Senior Manager, Product Management &
Strategic Operations to lead product strategy and execution for CS Network
Solutions—the team reinventing how Amazon operates the world's largest customer
service network through AI-Native capabilities.

This role uniquely combines strategic product leadership with business
operations and strategic planning responsibilities. You'll define the product
vision, roadmap, and go-to-market strategy for AI-Native customer service
solutions while serving as a strategic partner who drives organizational
alignment, resource optimization, and continuous improvement initiatives. You'll
own the product lifecycle from conception through launch and optimization, working at the intersection of customer needs, technology capabilities, business
outcomes, and operational excellence.

This isn't a traditional product management role—it's the opportunity to shape
the future of customer service operations through AI-Native inventions while
driving the strategic planning and operational frameworks that enable
organizational success at scale.

Requirements

• 12+ years of product or program management, product marketing, business development or technology experience
• 6+ years of team management experience
• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product

Nice To Haves

• Experience engaging and influencing senior executives

Responsibilities

• Own product strategy, roadmap, and cross-functional execution for CS Network Solutions AI-Native capabilities, leading engineering, UX, data science, and operations teams from concept through launch while conducting market analysis to inform prioritization decisions
• Define product requirements and drive feature prioritization, translating customer insights, business objectives, and technical constraints into actionable specifications using data-driven trade-off analysis
• Drive organizational alignment and strategic planning, integrating product strategy with broader goals, managing budgets, preparing business cases and ROI analyses, and optimizing resource allocation decisions
• Establish and monitor success metrics across product and operational excellence, defining KPIs, tracking progress, leading continuous improvement initiatives, and using data-driven insights to identify efficiencies and guide strategic decisions
• Manage stakeholder communication and champion customer-centricity, preparing executive updates and strategic recommendations while conducting user research to ensure decisions remain grounded in delivering exceptional customer experiences

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: Mid Level