Principal Product Manager - Technical, External Services, AWS Customer Experience

Amazon • East Palo Alto, CA

1d • $181,100 - $281,800 • Onsite

About The Position

Join AWS to shape how millions of customers interact with cloud infrastructure through intelligent agents. You'll own the product strategy for AWS's 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 isn't building capable agents, it's designing experiences where customers understand what agents are doing, trust them enough to delegate work, and feel in control. You'll reduce friction, eliminate complexity, and make agent interactions feel natural across every workspace.

Requirements

• 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
• Bachelor's 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

Nice To Haves

• 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
• Master's 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

Responsibilities

• Define and own the multi-year product strategy for AWS's 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

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: Principal