Senior Product Manager (Tech), Customer Experience and Business Trends

Amazon • Seattle, WA

47d

About The Position

Amazon's Customer Experience and Business Trends (CXBT) is seeking a Product
Manager - Technical to directly influence the direction of AWS product through
the customer experience lens. We seek a technically proficient person to join
our team working with AWS leadership to deliver innovative products to customers
worldwide.

This role needs a person who is passionate to understand about the best possible
customer experiences across AWS services. They stay on top of technical
innovation and advances in the industry, with an eye on identifying
opportunities where AWS can positively impact CX the most. This role requires
dive deep into current and future customer needs, and deliver actionable
insights that drive development of continuously improving AWS products, customer
workflows, and features. Primary deliverables are reports with narratives that
cover both the qualitative and quantitative aspects of customer use cases for
specific AWS offerings which are presented to senior AWS leadership to influence
them in products like AI Services, GenAI/ Agentic AI customer applications,
Observability services etc. to deliver the best customer experience. This role
allows a person to explore different parts of AWS with a strategic vantage
point.

The person will excel at influencing stakeholders without formal authority,
across a wide range of technical profiles and seniority levels. They are
comfortable with hands-on work using cloud services, write well, and their
verbal communication is concise and perceptive. They tirelessly advocate on
behalf of customers and escalate immediately when they believe course correction
is needed. Finally, they deliver results without compromising on quality.

Depending on the stage of the study that you own, you may:
- Do exploratory research to understand industry trends and customer use cases.
This may involve learning new areas, talking to experts across science/
engineering/ solution architects/ sales, customers etc.
- Build the customer use case using AWS or other required cloud services to
evaluate the customer experience and performance.
- Work with engineering and science teams, as needed to build new CX evaluation
capabilities.
- Consolidate your insights in crisp narratives for AWS product leadership,
influencing the product roadmap and helping to remove CX pain points.

Continuous learning is always a constant.

Customer Experience and Business Trends (CXBT) is an organization made up of a
diverse suite of functions dedicated to deeply understanding and improving
customer experience, globally. We are a team of builders that develop products,
services, ideas, and various ways of leveraging data to influence product and
service offerings – for almost every business at Amazon – for every customer
(e.g., consumers, developers, sellers/brands, employees, investors, streamers,
gamers).

Our team offers high quality work that drives significant customer impact with
good work life harmony.

Requirements

• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• 5+ years of end to end product delivery experience
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Nice To Haves

• Experience in building and driving adoption of new tools
• Experience as a technical account nanager, consultant, solutions architect, platform engineer, systems engineer, cloud architect or in a similar role

Responsibilities

• Own study lifecycle from scoping, to execution, to delivery of findings and recommendations to AWS leadership through crisp narratives
• Understand customer needs to design the right use case and methodology to assess customer experience
• Independently build proof of concept experiments that best describe the quality (performance and ease of use) of the customer experiences of AWS products and services to help gather insights on customer experience
• Collaborate with engineering and science teams to build scalable tools and processes for efficient performance evaluations of AWS services
• Contribute to team study roadmap by synthesizing AWS product plans, customer needs, and industry trends
• Continuously absorb and share knowledge about the latest product and scientific developments relevant to AWS/cloud space with a focus on AI/GenAI applications.

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

What This Job Offers

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