Senior Manager, Product Management, Amazon Customer Service Network Solutions
Share
Job Location:
Seattle, OR - USA
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Are you ready to be on the frontlines of the next transformation of customer service at global scale Were seeking a Senior Manager Product Management & Strategic Operations to lead product strategy and execution for CS Network Solutionsthe team reinventing how Amazon operates the worlds largest customer service network through AI-Native capabilities.
This role uniquely combines strategic product leadership with business operations and strategic planning responsibilities. Youll 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. Youll 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 isnt a traditional product management roleits 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.
Key job 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
A day in the life
Your day begins preparing executive briefings and synthesizing overnight updates across AI-Native platform development. Morning brings leadership syncs where you facilitate strategic decisions manage follow-ups and ensure organizational alignment. Mid-day involves coordinating cross-functional stakeholders on planning budget reviews and program status updates. Afternoons often include deep-dive sessions on continuous improvement initiatives change management efforts and organizational health assessments. Youll close your day preparing communications for tomorrows executive forums ensuring the rhythm of business runs seamlessly while translating complex technical and operational challenges into clear strategic recommendations that drive breakthrough results.
About the team
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 Amazons 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. Were building AI-Native capabilities that transform how the worlds 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.
- 12 years of product or program management product marketing business development or technology experience
- 6 years of team management experience
- Bachelors degree
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience engaging and influencing senior executives
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
This role uniquely combines strategic product leadership with business operations and strategic planning responsibilities. Youll 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. Youll 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 isnt a traditional product management roleits 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.
Key job 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
A day in the life
Your day begins preparing executive briefings and synthesizing overnight updates across AI-Native platform development. Morning brings leadership syncs where you facilitate strategic decisions manage follow-ups and ensure organizational alignment. Mid-day involves coordinating cross-functional stakeholders on planning budget reviews and program status updates. Afternoons often include deep-dive sessions on continuous improvement initiatives change management efforts and organizational health assessments. Youll close your day preparing communications for tomorrows executive forums ensuring the rhythm of business runs seamlessly while translating complex technical and operational challenges into clear strategic recommendations that drive breakthrough results.
About the team
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 Amazons 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. Were building AI-Native capabilities that transform how the worlds 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.
- 12 years of product or program management product marketing business development or technology experience
- 6 years of team management experience
- Bachelors degree
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience engaging and influencing senior executives
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
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 WA Seattle - 178100.00 - 240900.00 USD annually
Required Experience:
Senior Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Free shipping on millions of items. Get the best of Shopping and Entertainment with Prime. Enjoy low prices and great deals on the largest selection of everyday essentials and other products, including fashion, home, beauty, electronics, Alexa Devices, sporting goods, toys, automotive ... View more
