AWS is revolutionizing how companies build and deploy technology through powerful cloud-based services. Our AWS Support team enables customer success in the cloud through innovative applications like Trusted Advisor (best practices and optimization), AWS Health, and Support Center (incident resolution management). We deliver internal tooling for collaborating with customers and troubleshooting customer issues. We are an innovative, global organization that partners across AWS to deliver differentiated customer experiences.
Our vision is to transform how the lifecycle of support cases is managed, by providing customers a seamless experience from case creation to case resolution. We will achieve this by leveraging the latest technologies to make an AWS Support engagement as frictionless as possible for both AWS Support customers and our frontline support teams.
As a Senior Product Manager - Technical, you will own and drive the full product management lifecycle across a set of critical external services and experiences. You will have the opportunity to deliver entirely new experiences through innovative solutions in AI/ML and generative AI. As a member of the AWS Kumo Product Management team, you will join other expert product and engineering leaders to create the future of customer interaction management, spanning across case management, contact center, and support channels.
The ideal candidate will be excited to lead the evolution of our external support experience and is deeply passionate about working with great teams to deliver the highest quality services. You are naturally customer-centric and thrive in a fast-paced environment that requires strong technical and business judgment, as well as solid communication skills.
This role is based at our brand-new office in Cape Town, where you will work alongside talented teams of engineers, engineering leaders, and product managers. Your days will be fast-paced and dynamic, balancing priorities across engaging with customers, documenting product proposals, and managing technical projects. Occasional international travel is required to visit customers and meet with the broader leadership team.
Key job responsibilities
- Innovate on behalf of customers to deliver exceptional support experiences
- Lead the creation of product strategy and vision for AWS Support services
- Seek buy-in for the product vision across the organization
- Work backwards from customer needs to design customer-centric experiences
- Prioritize initiatives and create product roadmaps
- Establish metrics and key performance indicators to manage the business
- Develop business requirements and user stories
- Work closely with engineering teams and designers to deliver results
BASIC QUALIFICATIONS
- Bachelor's degree
- 7+ years of technical product or program management experience and experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product and 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
PREFERRED QUALIFICATIONS
- Master's degree
- Strong understanding of the cloud industry
- Experience creating services offerings for enterprise-level customers
- Experience creating B2B service offerings that cater to a wide audience
- Experience with customer support workflows and experience in managing front-end console products
Posted: August 29, 2024 (Updated 2 days ago)
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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