Customer experience is at the heart of all we do at Amazon, as we strive to be Earth’s most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience – across all of our CS channels – in every interaction.

We are seeking an experienced and visionary leader to reimagine the CS operating model, working backwards from the customer experience to design, plan, and operate the world's largest customer service network. The Director of our Network Control Center will shape the vision and execute ambitious plans to transform our network response strategy and live operations playbook, leveraging AI-Native capabilities to co-pilot and autonomously operate a highly scaled network in real-time. They will ensure network health & reliability through continuous observability, situational awareness, and proactive intervention, leveraging real-time signals to monitor, interpret, and act on risks to desired customer journeys across all channels. This well-rounded leader must excel at balancing strategic vision with practical implementation, deep technical expertise with broad operational understanding, and navigating complex, cross-functional business landscapes while guiding a large organization through transformative change. A proactive, solution-oriented, and creative mindset is critical for success in this role. This is an exciting opportunity to shape the future of CS at Earth’s most customer-centric company, impacting the experience of millions of customers.


Key job 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


About the team
CS Network Solutions owns the end-to-end design, orchestration, and observability of Amazon's Customer Service network, delivering high quality, reliable, consistent, and cost-efficient customer journeys across every touchpoint. Our mission is to predict, orchestrate, observe, and optimize using AI-Native capabilities that transform how the world's 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. Work hard. Have fun. Make history.