Director, Product Management Tech, Amazon Customer Service Network Solutions

We're transforming how one of the world's largest customer service networks plans and prepares itself to serve customers - and we're looking for a Director of Product Management Technical to lead it. This is a rare opportunity to build, from an ambitious starting point, an AI-native system in place of manual, legacy processes.
This role owns the product vision and technical direction for the planning and scheduling systems at the core of that transformation - planning for the full breadth of how customers are served, across both self-service and human-assisted experiences.

You will lead a cross-functional organization, with product and engineering reporting to you, and build the planning capabilities that let us serve customers better and more efficiently at the same time - advancing customer experience, associate experience, and cost together rather than trading one against another.
The ideal candidate is a technical product leader who is energized by ambiguity and fluent in the systems and science behind large-scale optimization.

You have

built and scaled complex technical products - not just managed roadmaps - and you can hold a multi-year vision while making the hard trade-offs that earn trust and momentum. You lead through influence and technical depth, build and grow strong teams, and raise the bar on everyone around you.
Key job responsibilities
- Own the product vision and multi-year technical strategy for the planning and scheduling systems.
- Lead the shift from manual, legacy processes toward an integrated, AI-native system.
- Lead a cross-functional organization spanning product and engineering, and the delivery of the capabilities at the core of this transformation.
- Build, grow, and develop a high-performing team of leaders across disciplines.
- Drive alignment across engineering, science, operations, and partner teams.
- Raise the bar on technical product and engineering leadership through hiring, mentorship, and strong strategic thinking.
About the team
Network Solutions sits at the intersection of customer experience and associate experience within Amazon Customer Service, owning the logic and infrastructure that determines how those two sides are balanced, served, and optimized together.

On one side is the customer: their experience, their journey, and the AI automation that increasingly shapes both. On the other side is the associate: their work, their well-being, and the conditions that make them effective. Network Solutions sits at the center, owning demand forecasting, network planning, routing and matching, real-time observability, and workforce strategy – including the long-term design of the network itself as the balance between AI and human engagement continues to evolve.
We are building the next generation of systems that will transform how Customer Service operates using intelligent, adaptive capabilities that learn and improve continuously.

Basic qualifications

- 15+ years of experience across product management, technology, AI/ML, business transformation, or related leadership roles at scale.
- Demonstrated experience leading multidisciplinary organizations and developing senior leaders.
- Track record of owning product or technology strategy and delivering complex products or capabilities across multiple engineering and business teams.
- Experience developing, deploying, or directing AI/ML products or AI-native workflows, with the technical depth to reason independently about models, agents, data, evaluation, automation, architecture, and product trade-offs.
- Bachelor's degree or equivalent experience.

Preferred qualifications

- Experience building and leading AI product organizations or multi-product portfolios at scale.
- Prior engineering, science, technical product, or similarly technical experience.
- Experience with agentic systems, intelligent automation, knowledge systems, recommendation, or decision-support capabilities.
- Experience operating across geographically distributed organizations
- Demonstrated success leading significant business or operating-model transformations with measurable customer, growth, productivity, or economic outcomes.
- Proven ability to influence senior executives on strategy, prioritization, investment, and cross-organizational trade-offs.
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