Director, Product Management Tech, Amazon Customer Service Network Solutions

Amazon is hiring a Director, Product Management Tech, Amazon Customer Service Network Solutions in Hyderabad, India. Level rates it ; you can apply on Amazon.

Level's read on this job

Level rates this customer service role Works on AI ●●●○: the daily work is on AI products, without building the model.
The posting mentions AI automation among its tools and skills.
Level classes it as an executive role.
Amazon has 20,000+ other open roles on Level.
Posted in the last few days.

AI in this role

ai-automation

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.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Director, Product Management Tech, Amazon Customer Service Network Solutions at Amazon rates 67 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Director, Product Management Tech, Amazon Customer Service Network Solutions is an open job at Amazon.
Level rates this role AI Level 3 of 4: Works on AI.
The role is based in IN, TS, Hyderabad.
The job was posted on November 11, 2026.
Seniority: executive.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

AI Automation

Also common in customer service jobs at this level

AI agents LLM Generative AI SQL AWS Machine learning

Pay

Typical customer service job: $99k

This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs

Questions you could be asked

Tell me about a workflow you automated with AI tools, end to end.
Describe a typical day in a role like this one: which parts run through AI directly?
If you removed AI from this role, what would be left, and how do you decide what still needs a human?

Adapt your resume

List these exact terms on your resume: AI Automation. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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