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

Amazon • Arlington, VA

11d • $197,900 - $307,900 • Remote

About The Position

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.

Requirements

• 7+ years of people management, managing engineers experience
• Bachelor's 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

Nice To Haves

• 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

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 3–5x Customer Success coverage through intelligent automation

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