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 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.

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

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.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s

Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and

other career-advancing resources here to help you develop into a better-rounded

professional. Basic

Qualifications

• - 5+ years of people management experience
• - Bachelor's 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

Preferred Qualifications

• - 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
• https://amazon.jobs/content/en/how-we-hire/accommodations
• [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
• [https://amazon.jobs/en/benefits].
• USA, WA, Seattle - 199,200.00 - 269,500.00 USD annually