Customer Solutions Manager, Prototyping & Customer Engineering

Amazon • Boston, MA

1d • Hybrid

About The Position

The Prototyping and Customer Engineering (PACE) team is seeking a Customer Solutions Manager to orchestrate complex customer engagements from concept to delivery. This role is for individuals passionate about technology, cloud architectures, and emerging technologies, with a builder's mentality and the ability to experiment with innovative approaches and validate technical feasibility. The manager will own AI-focused customer engagements end-to-end, partnering with Prototyping Engineers and Design Technologists to deliver breakthrough solutions using technologies like large language models, RAG architectures, autonomous agents, and AI-driven development tools. The role emphasizes applying Amazon's Working Backwards methodology to ensure customer outcomes are prioritized and aims to shape how organizations globally approach AI adoption by working on novel problems and creating industry-influencing patterns.

Requirements

• Bachelor's degree in science, technology, engineering, math, business or equivalent
• 6+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
• 6+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
• Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
• 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

Nice To Haves

• PMP certification, or SCRUM/Agile, SAFe certification
• Experience implementing cloud services including migrations and modernization projects or similar
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Responsibilities

• Own strategic AI-focused customer engagements from kick-off through delivery, applying Working Backwards methodology to define solution requirements, success criteria, and scope.
• Facilitate PACE Prototyping Engineers and Design Technologists in AI solution design and agentic architecture patterns, coordinating adoption of AI-driven development tools to accelerate delivery.
• Partner with Global Sales and Solutions Architecture teams to identify and qualify Generative AI and Agentic AI opportunities, supporting PACE leadership with program-level strategy.
• Build and maintain relationships with customer executives and AWS leadership through structured communications, operational reviews, and clear reporting on AI outcomes and business impact.
• Establish engagement metrics, track delivery velocity, and contribute to program-level KPIs that measure success.
• Develop and implement processes that improve team efficiency, prototype delivery speed, and knowledge sharing across the PACE community.
• Proactively identify risks specific to AI implementations and develop mitigation strategies to ensure successful outcomes.
• Apply product thinking to ensure AI prototypes are designed with responsible AI practices, production readiness, and long-term customer value.

Benefits

• 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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior