Senior Product Manager - Technical, Customer Experience and Business Trends; CXBT

Position: Senior Product Manager - Technical, Customer Experience and Business Trends (CXBT)
Description

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 (CX) across AWS services with the focus on improving CX of current and future customer needs. 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 and experiences for specific AWS offerings which are presented to senior AWS leadership to influence them in products like AI Services, GenAI/Agentic AI, Inference, Edge.

The role requires to stay hands-on and on top of GenAI, Agentic experiences at a technical level. The candidate is expected to demonstrate clarity of thought and ability to communicate and articulate data driven insights to both technical and non-technical audiences and influencing without authority. 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.

Key job responsibilities

- Own study lifecycle from scoping, to execution, to delivery of findings and recommendations leadership through crisp narratives

- 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

- Continuously absorb and share knowledge about the latest product and scientific developments relevant to the GenAI, Edge Computing, Inferencing, AI Accelerators, purpose built hardware

- Create and contribute to team roadmap by synthesizing AWS product plans, customer needs, and industry trends

- Design and build proof of concept experiments that best describe the experience of the customer experiences powered by ML

- Create product/feature proposals to scale and automate the process of evaluating those customer experiences

- Create scalable mechanisms and best practices, effectively influence strategic direction

- Able to deconstruct complex technical topics into straight-forward solutions and/or evaluation mechanisms

About the team

Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understand and improve 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.

Continuous learning is always a constant.

Basic Qualifications

- Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent

- 5+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience

- 3+ years of design, implementation, or consulting in applications and infrastructures experience

- Experience developing technology solutions and evangelising end-to-end technology roadmaps that guide IT transformations toward cloud computing

- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients

- Experience owning/driving roadmap strategy and definition

- Experience contributing to engineering discussions around technology decisions and strategy related to a product

- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

- Hand-on experience building using GenAI technologies

Preferred Qualifications

- Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers

- Knowledge with AI, GenAI, and Agentic architectures

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