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Description

As a Senior Product Manager-Technical on the Customer Success (CS) Intelligence team within the AWS Specialists & Partners (ASP) org, you will architect and drive the development of AWS' next-generation CS intelligence stack and AI-powered agents. This dual mandate encompasses building a unified data foundation that enables real-time visibility into AWS service usage and customer value realization, while pioneering autonomous CS agents that proactively drive adoption and business outcomes for customers. You will transform AWS' post-launch customer journey through intelligent automation, predictive insights, and scalable agent-led workflows that set new standards for enterprise customer success.

Working backwards from our vision of agent-led customer success, you will collaborate with service teams across AWS, field & marketplace services engineering, data science, UX, and operations teams to create an integrated intelligence platform that combines customer telemetry, service analytics, and AI capabilities. This foundation will power a new class of CS agents that can autonomously monitor health, trigger interventions, and accelerate value realization across AWS' service portfolio. Your work will directly impact AWS' ability to systematically drive and measure customer success at scale.

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

Key job responsibilities

Strategy & Product Management:

- Architect the vision and roadmap for AWS' unified CS intelligence stack, combining real-time telemetry, predictive analytics, and autonomous agent capabilities

- Contribute to the product vision and roadmap for CS agents that support both direct and partner-led customer success motions

- Design comprehensive agent systems that transform post-launch customer journeys through intelligent automation and proactive intervention

- Define data architecture and governance frameworks that enable secure, scalable intelligence capabilities across AWS services

- Develop success metrics to measure agent effectiveness, learning, and business impact across direct and partner-led engagements

Execution & Delivery:

- Contribute to delivery of AI initiatives by writing clear Business Requirement Documents (BRDs), PRFAQs, user stories, and acceptance criteria

- Manage dependencies and unblock your team in a matrixed operating model by tracking dependencies, risks, and go/no-go decisions to ensure timely feature releases

- Oversee post-launch outcomes by conducting A/B experiments at scale, surfacing adoption gaps, and driving corrective measures

- Design and deploy feedback mechanisms that enable continuous learning and optimization across agent workflows

- Lead agent pilots and testing programs to validate effectiveness and scalability

Stakeholder Management & Communication:

- Collaborate with engineering and other AWS teams to align on agent architecture and integration approach

- Drive alignment on integration approaches with existing AWS systems while maintaining enterprise-grade security standards

- Conduct Voice of the Customer activities through interviews, focus groups, and surveys to capture field/account team/partner inputs and validate prototypes

- Communicate regularly on status & progress through written briefings, demos, and stakeholder reviews; help develop training materials and release notes to support adoption

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

- 5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience

- Deep understanding of large language models, agent architectures, and modern AI/ML frameworks

- Proven track record designing and implementing data platforms that enable automated workflows

- Strong technical background in computer science, ML/AI, or related field

- Experience delivering complex technical initiatives in enterprise environments

Preferred Qualifications

- Experience developing, deploying and managing AI products at scale

- Knowledge of AWS or cloud technologies

- Experience developing unified intelligence platforms that serve diverse stakeholders

- MBA or equivalent experience in technical product strategy

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, CA, Mountain View - 173,900.00 - 235,200.00 USD annually

USA, CA, San Francisco - 173,900.00 - 235,200.00 USD annually

USA, CA, Sunnyvale - 173,900.00 - 235,200.00 USD annually

USA, WA, Seattle - 151,200.00 - 204,600.00 USD annually