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

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.

Key job responsibilities
As a Senior Product Manager – Tech for AWS Support, you will own the product strategy and vision, driving definition, roadmap prioritization, go-to-market, and business outcomes.

• 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

Customer & Market Focus

• 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

Cross-Functional Leadership

• 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

About the team

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