Senior Manager, Product Management, Customer Success Intelligence, AWS Specialist and Partner O
Listed on 2026-06-05
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IT/Tech
Data Science Manager, AI Engineer
Position Overview
AWS is seeking an experienced and strategic Senior Manager, Product Management, to lead the CS Intelligence team within the Customer Success Center of Excellence (CS COE), a critical function within the AWS Specialists & Partners (ASP) organization. This role will manage a team of Product Managers who own the customer success platform that scales customer success across AWS.
Key Responsibilities- Own the product vision, strategy, and roadmap for the Customer Success platform — the AI/ML intelligence layer powering customer success at scale across AWS
- Lead, coach, and develop a high‑performing team of Product Managers, fostering a culture of customer obsession, technical excellence, and continuous learning
- Scale Customer Success agents from prototype to production, with measurable quality thresholds and continuous retraining based on outcome data
- Partner with internal field roles to translate field observations into agent requirements, and with engineering teams to secure data inputs and integration surfaces
- Establish rigorous success metrics for the platform: agent precision/recall, engagement routing accuracy, coverage expansion, and customer value realization
- Recruit, hire, and onboard top product and technical talent to scale the team as the platform matures
- Deliver through influence — working across multiple VPs and their orgs, product teams, and partner networks to drive requirements and adoption without direct authority
- Champion AI‑first ways of working across the CS COE and the broader AWS field delivering 3–5x Customer Success coverage through intelligent automation
- 7+ years of people management, managing engineers experience
- Bachelor's degree in Computer Science, Engineering, or a related technical field
- 10+ years of product management or technical product management experience, with emphasis on AI/ML, data platforms, or intelligent systems
- Experience owning/driving roadmap strategy and definition for platform or infrastructure products - Experience with end‑to‑end product delivery including ML model development, agent/automation systems, or data platform products
- Experience with feature delivery and tradeoffs of a product — making high‑judgment sequencing decisions across competing priorities
- Experience engaging and influencing senior executives across engineering, GTM, and operations organizations
- Experience recruiting and developing high‑performing technical teams that deliver outsized results in ambiguous, fast‑moving environments
- Knowledge of AWS or cloud technologies
- MBA or advanced degree in a technical field (CS, ML, Data Science)
- Experience building and scaling AI/ML‑powered products from 0-to-1 — agent systems, recommendation engines, predictive platforms, or intelligent automation
- Experience with customer success, partner ecosystems, or post‑sales product development
- Experience building products that serve both internal teams and external customers/partners simultaneously (platform‑as‑a‑product)
- Track record of productizing manual/human processes through intelligent automation while maintaining quality
- Experience operating in a GTM or commercial organization (not purely engineering) — understanding partner economics, pricing, and commercial model innovation
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,…
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