Senior Manager, Product Management, Customer Success Intelligence, AWS Specialist and Partner Organization

AWS is seeking an experienced and strategic Senior Manager Product Management to lead the CS Intelligence team within the Customer Success Center of Excellence (CS COE) a critical function within the AWS Specialists & Partners (ASP) organization. This role will manage a team of Product Managers who own the customer success platform that scales customer success across AWS.

As a product leader you will be responsible for transforming the CS COE from a services team into a product team building and operating an AI-native platform that powers all Customer Success motions (including Agentic Customer Success). This is a unique opportunity to build a new product capability at AWS creating an end-to-end system for customer success that partners and customers can build on.

You will lead a distributed team building specialized AI agents (engagement routing health monitoring partner qualification outcome prediction) platform infrastructure and post-launch tooling integrations. This leader must be comfortable operating in ambiguity making high-judgment sequencing decisions across a complex roadmap and delivering through influence across engineering teams field organizations product teams and partner ecosystems. The ideal candidate brings deep experience building AI/ML-powered products from 0-to-1 combined with the ability to operate at the executive level with both internal stakeholders and external partners.

Key job responsibilities
- Own the product vision strategy and roadmap for the Customer Success platform the AI/ML intelligence layer powering customer success at scale across AWS
- Lead coach and develop a high-performing team of Product Managers fostering a culture of customer obsession technical excellence and continuous learning
- Scale Customer Success agents from prototype to production with measurable quality thresholds and continuous retraining based on outcome data
- Partner with internal field roles to translate field observations into agent requirements and with engineering teams to secure data inputs and integration surfaces
- Establish rigorous success metrics for the platform: agent precision/recall engagement routing accuracy coverage expansion and customer value realization
- Recruit hire and onboard top product and technical talent to scale the team as the platform matures
- Deliver through influence working across multiple VPs and their orgs product teams and partner networks to drive requirements and adoption without direct authority
- Champion AI-first ways of working across the CS COE and the broader AWS field delivering 35x Customer Success coverage through intelligent automation

About the team
Diverse Experiences

AWS 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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

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- 7 years of people management managing engineers experience
- Bachelors degree in Computer Science Engineering or a related technical field
- 10 years of product management or technical product management experience with emphasis on AI/ML data platforms or intelligent systems
- Experience owning/driving roadmap strategy and definition for platform or infrastructure products - Experience with end-to-end product delivery including ML model development agent/automation systems or data platform products
- Experience with feature delivery and tradeoffs of a product making high-judgment sequencing decisions across competing priorities
- Experience engaging and influencing senior executives across engineering GTM and operations organizations
- Experience recruiting and developing high-performing technical teams that deliver outsized results in ambiguous fast-moving environments

- Knowledge of AWS or cloud technologies
- MBA or advanced degree in a technical field (CS ML Data Science)
- Experience building and scaling AI/ML-powered products from 0-to-1 agent systems recommendation engines predictive platforms or intelligent automation
- Experience with customer success partner ecosystems or post-sales product development
- Experience building products that serve both internal teams and external customers/partners simultaneously (platform-as-a-product)
- Track record of productizing manual/human processes through intelligent automation while maintaining quality
- Experience operating in a GTM or commercial organization (not purely engineering) understanding partner economics pricing and commercial model innovation

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 Mountain View - 227600.00 - 307900.00 USD annually
USA NY New York - 217700.00 - 294500.00 USD annually
USA VA Arlington - 197900.00 - 267800.00 USD annually
USA WA Seattle - 197900.00 - 267800.00 USD annually