Every Amazon package that ships, every grocery order that is fulfilled, and every associate who needs IT help depends on technology our teams keep running. Amazon's OpsTech Solutions (OTS) is the IT operations and infrastructure organization for all of Amazon Worldwide Operations, including Worldwide Grocery Stores (WWGS), delivering reliable technology to more than one million associates and operators across every geography. OTS is transforming from reactive support to proactive, prescriptive, AI-powered service delivery, and ServiceNow is the platform where that work happens.
What this role is: You will own the product strategy for the OTS Incident Management Platform (ITSM), the core system of record and orchestration layer for how the organization receives, records, routes, and resolves work. Every requester contact, Service Desk interaction, and Field IT task flows through the incident record you own. You decide what gets built, what gets retired, and how ITSM becomes the foundation that the rest of the OTS product portfolio plugs into.
Our team is organized around three questions that apply to every persona we serve: How does someone ask for help? How does the organization receive and organize that work? How does the work get resolved? This role owns the center of that model. Your peers own the requester front door (OneSupportHub and Virtual Agent), Service Desk Workforce Optimization, AI resolution intelligence (OTS Assist and PathFinder), and Field IT productivity. ITSM is where all of those come together on a single record, so the decisions you make shape how well every adjacent product works.
The opportunity is to move ITSM from a place where fulfillers log work to a platform that actively guides it. Today, Service Desk fulfillers and Field IT technicians lose time to platform friction and assemble each resolution themselves from memory and scattered knowledge. You will turn ITSM into the orchestrator that brings AI-generated resolution plans, validated data, and trusted knowledge into the fulfiller's workflow, so the right next step is the obvious one. Your customers are Service Desk fulfillers, Field IT technicians and managers, knowledge authors, and the engineers who integrate other services with the incident record.
Key Highlights
- Own the product strategy and roadmap for the OTS Incident Management Platform (ITSM), the system of record and orchestration layer for OTS work.
- Drive the reactive-to-prescriptive transformation by making ITSM the place where AI-generated resolution plans become the default way to work an incident.
- Lead Knowledge Base improvements so content is easy to find, trustworthy, and measured.
- Work at the center of a product team whose adjacent products (intake, routing, workforce optimization, AI resolution) all depend on your platform.
Key job responsibilities
- Define and own a multi-year product vision and roadmap for ITSM, covering incident and task management, orchestration and validation, ITSM user experience, and Knowledge Management.
- Act as the voice of the customer for Service Desk and Field IT, using shadowing, feedback, and operational data to translate real workflow friction into prioritized requirements.
- Partner with the AI resolution product team to deliver prescriptive, guided resolution on the incident record, and own the fulfiller-facing experience and its adoption.
- Set clear ownership boundaries and integration contracts between ITSM and adjacent products (intake, routing, workforce optimization, AI agents) so teams build on the platform rather than around it.
- Partner with engineering leaders to shape platform architecture, drive build-vs-configure-vs-buy decisions on ServiceNow, and manage platform health and technical debt.
- Establish north-star and adoption metrics for the platform (e.g., handle time, resolution-plan adoption, documentation quality, knowledge reuse) and report on them through Monthly and Quarterly Business Reviews.
- Contribute to annual planning mechanisms (OP1/OP2) with clear, well-reasoned investment proposals, and maintain mechanisms to continuously capture voice of the customer.
A day in the life Your day moves between the floor and the roadmap. You might start by shadowing IT technicians to see where a knowledge article pulls them off a ticket or where a chat times out mid-conversation, then turn those observations into user stories with your engineering partners. Midday, you join an architecture discussion on how AI-generated resolution plans write back to the incident record and where that boundary sits with the AI team. In the afternoon, you review adoption metrics, make prioritization trade-offs with stakeholders across the IT organization, and draft a strategy narrative or OP2 investment proposal for senior review.
About the team The ServiceNow Product Management team builds the products that are the backbone of OTS operations. Amazon employees, Service Desk agents, and Field IT technicians rely on these ServiceNow experiences to complete their work every day. The team is a group of Product Managers, each owning one clear product space so they can go deep instead of switching between unrelated problems, supported by a dedicated UX designer. Your engineering counterparts sit within the same larger organization, and your primary stakeholders are the Service Desk and Field IT organizations.
Basic qualifications
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Bachelor's degree
- 5+ years of technical product or program management experience Preferred qualifications
- Experience in building and driving adoption of new tools
- MBA
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
- Experience bridging technical and business teams to collect and refine requirements, prioritize incoming work requests, and ensure all committed work is delivered on time
- Experience with AWS technologies like Redshift, S3, AWS Glue, EMR, Kinesis, FireHose, Lambda, and IAM roles and permissions
- Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TN, Nashville - 143,700.00 - 194,300.00 USD annually USA, TX, Austin - 151,200.00 - 204,600.00 USD annually USA, WA, Bellevue - 151,200.00 - 204,600.00 USD annually
