Sr. Product Manager - Tech, Amazon Customer Service

Amazon • Seattle, WA

1d

About The Position

Are you ready to reinvent the customer service operating model at unprecedented
scale? We're seeking a Sr. Product Manager - Tech to help define the future of
Mission Control for CS Network Solutions—building the next generation of
AI-Native systems that manage network health and proactively prevent incidents
before they impact customers.

In this role, you'll own the product vision and strategy for observability,
situational awareness, and scenario awareness capabilities that enable
co-piloted and autonomous management of the world's largest customer service
network. You'll design systems that continuously monitor network health, detect
anomalies in real-time, and automatically trigger interventions to ensure
optimal customer outcomes. This isn't just another product management role—it's
the opportunity to reinvent how customer service operations work, building
intelligent systems that predict, prevent, and resolve issues at Amazon scale
while delivering breakthrough experiences for millions of customers daily.

Your day begins whiteboarding product concepts and defining the future state of
observability and autonomous operations. Morning brings strategy sessions with
engineering and operations teams, translating ambitious vision into actionable
product requirements for AI-Native systems that don't yet exist. Mid-day
involves customer research and stakeholder interviews, gathering insights that
shape how Mission Control will predict and prevent incidents at scale.
Afternoons often include prototyping sessions, roadmap planning, and
cross-functional alignment on breakthrough capabilities. You'll close your day
synthesizing learnings into product decisions that will define how the world's
largest customer service network operates autonomously, inventing systems that
transform reactive operations into predictive, self-healing infrastructure.

CS Network Solutions is reinventing the customer service operating model by
working backwards from the customer journey. We own the end-to-end design,
orchestration, and observability of Amazon's customer service network,
delivering cost-efficient, reliable, consistent, and high-quality customer
journeys across every touchpoint. Our mission is built on four pillars: Predict,
Orchestrate, Observe, and Optimize. We're building AI-Native capabilities that
transform how the world's largest customer service network operates, ensuring
every customer interaction is seamless regardless of channel. Join us in shaping
the future of customer service at Amazon scale.

Requirements

• 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

Nice To Haves

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience in building and driving adoption of new tools

Responsibilities

• Own the product vision and strategy for Mission Control, defining the future of observability, situational awareness, and scenario awareness capabilities that enable co-piloted and autonomous management of the world's largest customer service network
• Design and deliver AI-Native systems that continuously monitor network health, detect anomalies in real-time, and automatically trigger interventions to ensure optimal customer outcomes before incidents impact customers
• Build real-time monitoring and signal detection capabilities that analyze behavioral patterns across millions of customer interactions, identifying performance degradation and emerging issues proactively
• Partner with engineering, operations, and data science teams to translate complex technical requirements into elegant product solutions that enable autonomous network operations at Amazon scale
• Drive the product roadmap for observability platforms, balancing short-term customer needs with long-term strategic vision while maintaining high standards for system reliability and performance
• Define success metrics and key performance indicators (KPIs) for Mission Control capabilities, using data-driven insights to continuously improve network health management and incident prevention
• Lead cross-functional initiatives that span technology, operations, and product organizations, ensuring alignment on priorities and seamless execution of Mission Control capabilities
• Establish best practices for observability and situational awareness, creating scalable mechanisms that adapt to changing network dynamics and customer needs while driving operational excellence

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