We are seeking an accomplished Director of Product Management, Technical, to spearhead the transformation of Amazon Customer Service's planning and scheduling systems. This pivotal role offers a unique chance to construct an AI-native architecture, replacing existing manual and legacy processes. You will shape the product vision and technical roadmap for core planning capabilities, ensuring seamless service across both self-service and human-assisted customer interactions.

This position demands a leader capable of driving innovation within a cross-functional organization. You will guide product and engineering teams to develop planning solutions that simultaneously enhance customer experience, associate effectiveness, and operational efficiency. The ideal candidate possesses deep technical expertise and thrives in ambiguous environments, with a proven history of building and scaling complex technical products.

Lead the product vision and multi-year technical strategy for our planning and scheduling systems. Spearhead the transition from manual, legacy processes to an integrated, AI-native ecosystem. Direct a cross-functional organization encompassing product and engineering, ensuring the successful delivery of transformation capabilities. Cultivate and develop a high-performing, multidisciplinary leadership team. Foster strong alignment among engineering, science, operations, and partner teams. Elevate product and engineering leadership standards through strategic hiring, mentorship, and forward-thinking initiatives.

A minimum of 15 years of experience in product management, technology, AI/ML, business transformation, or equivalent leadership roles at scale. Proven ability to lead diverse organizations and mentor senior leaders. Demonstrated success in defining product or technology strategy and delivering complex products or capabilities across multiple teams. Experience in developing, deploying, or directing AI/ML products or AI-native workflows, with the technical acumen to assess models, data, architecture, and product trade-offs. Possession of a Bachelor's degree or equivalent practical experience.