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.
As a product leader, you will be responsible for transforming the CS COE from a services team into a product team - building and operating an AI-native platform that powers all Customer Success motions (including Agentic Customer Success). This is a unique opportunity to build a new product capability at AWS, creating an end-to-end system for customer success that partners and customers can build on.
You will lead a distributed team building specialized AI agents (engagement routing, health monitoring, partner qualification, outcome prediction), platform infrastructure, and post-launch tooling integrations. This leader must be comfortable operating in ambiguity, making high-judgment sequencing decisions across a complex roadmap, and delivering through influence across engineering teams, field organizations, product teams, and partner ecosystems. The ideal candidate brings deep experience building AI/ML-powered products from 0-to-1, combined with the ability to operate at the executive level with both internal stakeholders and external partners.
Key job 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
BASIC QUALIFICATIONS
- 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
PREFERRED QUALIFICATIONS
- 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
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, CA, Mountain View - 227,600.00 - 307,900.00 USD annually
USA, NY, New York - 217,700.00 - 294,500.00 USD annually
USA, VA, Arlington - 197,900.00 - 267,800.00 USD annually
USA, WA, Seattle - 197,900.00 - 267,800.00 USD annually
