Senior Product Manager - Technical (External Services), AWS Support and Operations

Amazon • New York, NY

9d

About The Position

At AWS, the concept of Support goes far beyond reactive troubleshooting. We
innovate across the most emergent dimensions of customer success in the cloud,
including proactive assistance for AI modernization, personalized
recommendations for infrastructure optimization, and mission critical incident
response at scale. Our team is growing, and we need an experienced senior
product manager to join the team and own innovative new products that help
customers get the most out of AWS. This role is for someone who loves the idea
of building products at massive scale that unlock outcomes for some of the
largest institutions, and systemically important systems in the world.

As a Senior Product Manager, you will be a member of the leadership team helping
advise and deliver the overall AWS Support product strategy and vision. A key
focus of this role will be leveraging the vast sources of data across AWS to
improve personalization for customers and accelerate root causing of their
issues. In this capacity, you will work hand-in-hand with Engineering, Product
leaders across all our charters – helping the teams move faster, innovate
bigger, and drive greater impact to our customers. You will drive success
through feature definition, roadmap prioritization, positioning, naming, GTM,
usage growth, and financial metrics. Operationally, you will solve customer
problems, improve delivery speed, and drive usage by working backwards from
ambiguous customer needs, translating them into disruptive, successful products
that delight customers. This role will require interacting with customers
(including senior executives) on a regular basis, and coordination across many
internal and external teams. You'll work with our customers, partners, software
vendors, and operational stakeholders to prioritize roadmap features, and
spearhead the definition of new capabilities through expertly crafted business
requirements documents. The successful candidate must have exceptional
problem-solving skills, strong business judgment, and demonstrated product
management experience influencing both technical and non-technical internal and
external stakeholders. We are looking for a proven ability to execute both
strategically and tactically, and someone who is excited to take on new,
ambiguous projects that will be industry defining. This position requires both a
solid technical background and proven results with customer-facing delivery of
cloud, AI, or data-driven products.

AWS Support helps customers succeed with the most complex needs in cloud usage.
From systemically important financial institutions to government agencies and
media services streaming to millions of viewers across the world, Support
provides a combination of technical services and people to enable customer
outcomes. Support is a horizontal business working with all 300+ AWS services
and customers of all industries.

Requirements

• 5+ years of working as a Technical Product Manager experience
• 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)

Nice To Haves

• MBA
• Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations

Responsibilities

• Shape 3-5 year strategic vision and technical roadmaps for AWS Support
• Review complex service design decisions across distributed systems and support architectures
• Drive technical innovation in support experiences, including data-driven personalization and root cause analysis
• Identify service dependencies and efficiency improvements across the AWS ecosystem
• Own business and product definition for major AWS Support products
• Lead technical discussions with enterprise customers and participate in customer advisory boards
• Analyze competitive landscape and identify market opportunities in cloud support
• Translate customer pain points into technical product requirements and solutions
• Represent AWS at industry conferences and technical events
• Drive team execution of strategic initiatives across multiple engineering organizations
• Collaborate with engineering, data science, sales, marketing, and business development teams
• Mentor and develop product management skills in team members
• Take ownership of product reliability issues and drive resolution
• Influence pricing and packaging decisions for external services

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
• Education Level: No Education Listed