Amazon

Sr Manager, Product Management- Technical, Customer Service Network Solutions

Amazon$197K — $267K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 6+ years of team management experience
  • Bachelor's degree required
  • Proven experience in defining product roadmap strategy
  • Experience in feature delivery and product trade-offs
  • Familiarity with delivering consumer software products in high growth settings

Responsibilities

  • Lead the NCC product team to establish vision and roadmap for incident management
  • Collaborate with cross-functional teams to build AI-native capabilities
  • Own and manage the end-to-end product lifecycle
  • Define and implement success metrics connecting capabilities to customer outcomes
  • Drive rapid experimentation to enhance learning and delivery
  • Build, develop, and inspire a product management team

Benefits

  • Comprehensive health insurance, including medical, dental, and vision
  • 401(k) matching contributions
  • Flexible Spending Accounts (FSA)
  • Generous paid time off and parental leave
  • Adoption and surrogacy reimbursement coverage
  • Employee Assistance Program (EAP) and mental health support
Full Job Description
We are seeking a Sr. Manager, Product Management - Technical to lead the product team and own the roadmap for 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.

This role is inherently cross-functional. You will partner closely with the Sr. Engineering leader to drive technical execution, while also working across Applied Science, Operations, and partner product teams to align priorities and influence the broader Network Solutions strategy. 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. You will build and lead a team of product managers, setting the standard for product excellence and developing talent within the organization.

Key job responsibilities

- Lead the Network Control Center product team to define the vision, strategy, and roadmap for proactive incident detection, response, and customer recovery

- Partner with engineering, applied science, operations, and partner teams to build AI-native capabilities that transform network observability and incident management

- Own the end-to-end product lifecycle, making high-judgment trade-offs between customer impact, technical feasibility, and speed of execution

- Define success metrics and measurement frameworks that connect platform capabilities to customer outcomes and business value

- Drive rapid experimentation and invention, distinguishing between one-way and two-way doors to accelerate learning and delivery

- Build, develop, and inspire a team of product managers, setting a high bar for product excellence across the organization

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.

BASIC QUALIFICATIONS

- 6+ years of team management experience

- Bachelor's degree

- Experience owning/driving roadmap strategy and definition

- Experience with feature delivery and tradeoffs of a product

PREFERRED QUALIFICATIONS

- Experience delivering consumer software products and services in a high growth environment

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 197,900.00 - 267,800.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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