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 products 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 requires a passion for understanding the best possible customer experiences across AWS services, focusing 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. The role involves diving deep into current and future customer needs and delivering actionable insights that drive development of continuously improving AWS products, customer workflows, and features. Primary deliverables are reports with narratives covering both qualitative and quantitative aspects of customer use cases and experiences for specific AWS offerings, presented to senior AWS leadership to influence products like AI Services, GenAI/Agentic AI, Inference, Edge.

• Own study lifecycle from scoping, to execution, to delivery of findings and recommendations to 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 GenAI, Edge Computing, Inferencing, AI Accelerators, and 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 straightforward solutions and/or evaluation mechanisms.

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

• Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent.
• 5+ years of specific technology domain experience (e.g., software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics).
• 3+ years of design, implementation, or consulting in application and infrastructure 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 representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning.
• Hands‑on experience building using GenAI technologies.

• Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers.
• Knowledge of AI, GenAI, and Agentic architectures.

Base salary range: USA, VA, Arlington –  –  USD annually; USA, WA, Seattle –  –  USD annually.

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