Amazon · 8 hours ago
Sr. Product Manager - Tech, Amazon Customer Service
Seattle, WA
Full-time
Onsite
Senior Level
$151K/yr - $205K/yrAmazon is seeking a Sr. Product Manager - Tech to redefine the customer service operating model at an unprecedented scale. In this role, you will own the product vision and strategy for AI-Native systems that manage network health, proactively preventing incidents and ensuring optimal customer outcomes.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
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
Qualification
Required
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
Preferred
Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
Experience in building and driving adoption of new tools
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
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
Founded in 1994
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
San Bernardino Sun
2026-02-04
2026-02-04
Company data provided by crunchbase