Principal Product Manager Technical, External Services, AWS Customer Experience

Join AWS to shape how millions of customers interact with cloud infrastructure through intelligent agents. Youll own the product strategy for AWSs agentic user experience transforming how customers accomplish their goals by simply stating their intent rather than decomposing complex technical requirements.

This is a usability role at the frontier of AI the hardest problem isnt building capable agents its designing experiences where customers understand what agents are doing trust them enough to delegate work and feel in control. Youll reduce friction eliminate complexity and make agent interactions feel natural across every workspace.

Key job responsibilities
- Define and own the multi-year product strategy for AWSs agentic user experience establishing how customers work on AWS through agent delegation autonomous operations and intelligent workflow automation
- Drive the product vision for progressive trust and autonomy models permission boundaries and governance frameworks that feel simple and transparent to customers
- Champion exceptional customer experiences by partnering with UX design to ensure agent interactions are intuitive build customer trust and maintain a high bar for simplicity as underlying AI capabilities grow in complexity
- Own the agentic experience across multiple channels the AWS Management Console agent-based integrations IDE environments CLI and mobile ensuring a cohesive frictionless experience regardless of workspace
- Partner with engineering applied science and UX teams to translate customer needs into concrete product requirements iterating rapidly based on customer behavior usability research and feedback
- Engage directly with external AWS customers to understand their workflows observe how they interact with agent experiences and ensure every design decision is grounded in real customer behavior

A day in the life
Youll spend your time immersed in how customers actually interact with agent experiences. You review usability research and customer session recordings to identify where experiences delight or confuse. You collaborate with UX designers on interaction patterns discussing how much information an agent should surface when to request confirmation and how to communicate uncertainty while maintaining trust. You define product requirements for the next phase of the agentic experience working with applied science teams on model capabilities and with engineering on system architecture. You present strategy updates to senior leadership make decisions that balance near-term delivery with long-term architectural direction and navigate ambiguity daily making informed bets with incomplete information because customer needs wont wait for certainty.



About the team
We deliver the experience for every AWS customer across the Management Console mobile conversational and agent-based workspaces. We believe AWS should meet customers where they are in a conversation when exploring in their IDE when building in a dashboard when operating and through agents that work autonomously. We care deeply about usability and measure success not by features shipped but by friction eliminated and how effortless the experience feels. Were building the future of how people and AI work together on cloud infrastructure and this role is central to that vision. Youll work across engineering applied science UX and service teams to ship experiences customers love.

- 5 years of technical (software development network development IT other related) experience
- Experience delivering large-scale SaaS PaaS or LaaS products where you are responsible for the full product lifecycle from concept through GTM (go to market)
- 8 years of technical product management program management or engineering experience
- Experience building complex software systems that have been successfully delivered to customers
- Experience influencing senior leaders/stakeholders
- Bachelors degree in Computer Science Engineering or a related technical field
- Experience working with engineering teams on technically complex products
- Experience defining and delivering AI/ML-powered or agent-based product experiences

- Experience working with customers with a passion for delivering exceptional service or experience in software development
- 10 years of creating written docs for development of new products experience
- Knowledge of AWS services
- Masters degree in Computer Science Computer Engineering Information Science Web Development Human-Computer Interaction or related fields
- Experience with agentic AI systems LLM-based applications or autonomous workflow orchestration
- Experience with developer tooling cloud management interfaces or infrastructure-as-code products
- Experience managing products used by technical customers such as engineers developers and DevOps professionals
- Experience with UX research methodologies usability testing customer journey mapping behavioral analytics
- Experience with agent frameworks agent protocol standards or AI orchestration systems

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

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

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 for more information. If the country/region youre applying in isnt 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 CA East Palo Alto - 208300.00 - 281800.00 USD annually
USA WA Seattle - 181100.00 - 245000.00 USD annually