Senior Manager, Product Management Technical, External Services, Amazon Connect Customer

Socket.dev; Seattle (WA); On-site; USD 199,000 - 270,000; Full time

Job summary

Amazon Web Services (AWS) seeks a Sr. Manager, Product Management to lead Amazon Connect Customer's conversational AI and end-customer self-service product team. You will own the vision, strategy, and execution for agentic self-service capabilities at scale across personas, delivering low-latency, human-like experiences.

You will hire and develop senior product managers, partner with engineering, design, and GTM, and build a high-performing PM team while keeping a relentless customer focus.

Job description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

Amazon Connect Customer is an agentic customer experience offering that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect Customer, businesses deploy intelligent self-service across voice and digital channels that understands natural language, reasons across knowledge sources, and takes action on behalf of customers. Amazon Connect Customer leverages agentic AI across AWS and Amazon services including Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Transcribe to deliver sub-second voice latency, human-like conversational quality, and self-healing intelligence that detects where AI fails and continuously improves. With this technology, we are transforming the way customers interact with businesses and how agents service them. A key part of this role is leading conversational AI and end-customer self-service across Amazon Connect Customer. You will own the voice AI agent strategy, speech technologies, and the full self-service experience that defines how end-customers interact with businesses. This includes driving low-latency, multi-lingual, human-like conversational quality and self-healing intelligence that detects where AI fails, optimizes knowledge, simulates before deployment, and learns continuously from production traffic. You will navigate 1P and 3P foundation model decisions and lead the evolution of agentic experiences for customer service.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems while designing beautiful, simple user experiences. We are looking for a passionate, talented, and experienced Sr. Manager, Product Management to lead Amazon Connect Customer's conversational AI and end-customer self-service product team. You will be responsible for the vision, strategy, and execution of the capabilities that help companies deliver agentic self-service experiences at scale across all personas. You will lead a team of product managers developing the next generation of generative AI infused end-customer self-service capabilities, and drive the design and delivery of high-scale, resilient systems while maintaining a constant customer focus. As a Sr. Manager on our team, you will set strategic direction from conception through completion, hire and develop senior product managers, and build a high-performing PM team. You will work cross-functionally across engineering, applied science, design, and GTM to solve challenging problems using the latest technologies. You will make data-driven, customer-obsessed decisions and work with leadership across AWS to prioritize your programs.

The position is a rare opportunity to lead within a fast-growing business at the cutting edge of applied AI and help shape the technology and product as we grow. You will define the direction for the next generation of conversational AI and agentic self-service at AWS, delivering high-scale, resilient systems while maintaining a constant customer focus.

Key job responsibilities

• Define and communicate a compelling product vision and multi-year roadmap for your portfolio, optimizing the sequence of deliverables and making transparent tradeoffs across opportunity, resources, and sustainability.
• Lead and grow an inclusive team of individual contributors, setting the standard for recruitment, onboarding, coaching, and career development while building succession plans that ensure long-term organizational health.
• Drive cross-functional alignment with engineering, design, finance, and business partners to decompose complex problems into straightforward solutions, establish scalable mechanisms, and deliver results that improve customer experience and operational metrics.
• Evaluate and integrate generative AI capabilities where appropriate to augment team productivity and product quality, while applying responsible AI practices throughout the product lifecycle.
• Establish pricing strategies and business metrics frameworks that inform product decisions, and author narratives and strategic documents that influence priorities up to the most senior levels of the organization.

A day in the life

You might start your morning reviewing product and operational metrics with your leadership team, identifying emerging risks and coaching managers on how to address them. By midday you could be leading a roadmap review with cross-functional partners, aligning engineering and business stakeholders on upcoming launches. In the afternoon you may shift to a one-on-one with a direct report, discussing their team's development plans and working through a complex prioritization challenge together. Throughout it all, you balance strategic thinking with hands‑on guidance, ensuring your teams are empowered to make decisions independently.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.

About the team

ABOUT AWS:

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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, WA, Seattle - 199,200.00 - 269,500.00 USD annually