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

Amazon Web Services (AWS); Seattle (WA); On-site; USD 140,000 - 210,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Senior Manager of Product Management to lead the Amazon Connect Customer conversational AI and end-customer self-service product team. You will own vision, strategy, and execution for the capabilities enabling scalable, agentic self-service experiences.

You will hire and develop senior product managers, set strategic direction from conception through completion, and lead a high-performing PM team in a fast-growing AI-focused area.

Responsibilities

• Define and communicate a compelling product vision and multi-year roadmap for your portfolio.
• Lead and grow an inclusive team of individual contributors, recruiting and developing talent.
• Drive cross-functional alignment with engineering, design, finance, and business partners.
• Evaluate and integrate generative AI capabilities to augment productivity and quality.
• Establish pricing strategies and business metrics to inform product decisions.

Skills

Product management

Leadership

Generative AI

Cross-functional collaboration

Job description

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.

Our team puts a high value on work-life balance

Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren't focused on how many hours you spend at work or online. Instead, we're happy to offer a flexible schedule so you can have a more productive and well-balanced life - both in and outside of work. 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

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