Amazon · 15 hours ago
Director Network Control Center, Amazon Customer Service, Amazon Customer Service
Seattle, WA
Full-time
Onsite
Director/Executive
$238K/yr - $321K/yr
10+ years expAmazon is striving to be Earth’s most customer-centric company, and they are seeking an experienced leader for the Director of Network Control Center role. This position involves reimagining the customer service operating model, ensuring network health and reliability while leveraging AI-Native capabilities to enhance customer experience across all channels.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Define and execute the network response strategy for Amazon's global customer service operations, ensuring network health through continuous observability, situational awareness, and proactive intervention across all channels
Lead development and continuous improvement of AI-Native platforms to enable autonomous network operation at scale
Build and improve real-time signal detection capabilities that continuously monitor, interpret, and act on network risks, predicting anomalies, incidents, and performance degradation before customer impact
Establish continuous visibility across every network layer, tracking issues to closure through reinforcement learning and closed-loop workflows that prevent recurrence
Drive systematic root cause identification and defect elimination, connecting cross-functional teams to measure effectiveness and create continuous improvement cycles
Develop automated corrective actions that adjust capacity and routing rules in real-time
Routinely partner with a broad and diverse set of stakeholders to champion customer-centric initiatives that drive change at all levels of the organization
Lead through complexity and ambiguity, making high quality judgement decisions impacting the experience of millions of customers on an ongoing basis
Coach and mentor a high-performing leadership team and effectively guide them through organizational change, building a dynamic, customer-obsessed culture
Qualification
Required
10+ years of product management experience
Bachelor's degree or above in computer science, computer engineering, or related field
Experience delivering large, cross-functional, customer facing products
Preferred
Master's degree, or MBA in business, data science, public administration, finance, engineering, human resources or related field
Experience within e-commerce or Retail fields
8+ years of successful technology products work from ideation through launch experience
Experience in stakeholder management, including influencing executive level global leaders
Experience managing managers and global teams
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.
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
2026-02-09
The Motley Fool
2026-02-09
Company data provided by crunchbase