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

As part of the AWS Applied AI Solutions organization we have a vision to provide business applications leveraging Amazons 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 Amazons 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 Customers 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 the afternoon you may shift to a one-on-one with a direct report discussing their teams 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 arent focused on how many hours you spend at work or online. Instead were happy to offer a flexible schedule so you can have a more productive and well-balanced lifeboth 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 were building an environment that celebrates knowledge sharing and mentorship.

Our team is focused on building and scaling technical products that serve external customers working at the forefront of how Amazon delivers value beyond its core marketplace. We operate with a strong sense of mission: making it easier for customers to succeed by providing reliable intuitive services they can depend on. We are a collaborative group that values fresh perspectives encourages experimentation and invests in growing future leaders. If you are looking for a role where you can shape strategy build strong teams and see your work make a tangible impact this is the place for you.

About the team
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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 theres nothing we cant achieve in the cloud.

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Mentorship and Career Growth
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- 5 years of people management experience
- Bachelors degree in Computer Science or a related field
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience overseeing roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- 9 years of technical product management experience from ideation through launch
- 5 years of end to end Applied AI product delivery experience.
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders

- Experience in successful technology product work from ideation through launch
- Experience delivering technology products or services in a high growth environment
- Experience shaping business strategy for technical products or services for large enterprises or partners
- Experience with cloud native technologies
- 10 years of successful technology products work from ideation through launch experience
- 10 years of product management experience shipping AI/ML-powered products or features at scale including but not limited to direct exposure to model evaluation working with applied science teams system design or prompt engineering
- Familiarity with conversational AI large language models or speech/NLU systems and the ability to translate complex technical constraints into customer-facing product decisions

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 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 WA Seattle - 199200.00 - 269500.00 USD annually