Senior Manager, Product Management Technical, External Services, Amazon Connect Customer

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset. Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch Amazon Connect has become an AI leader transforming how organizations of all types interact with their customers. Amazon Connect Customer is an agentic customer experience offering that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect Customer businesses deploy intelligent self-service across voice and digital channels that understands natural language, draws from knowledge sources, and takes action on behalf of customers. Amazon Connect Customer leverages agentic AI across AWS and Amazon services including Amazon Bedrock, Amazon Lex, Amazon Polly, and Amazon Transcribe to deliver sub-second voice latency human-like conversational quality and self-healing intelligence that detects where AI fails and continuously improves. With this technology we are transforming the way customers interact with businesses and how agents service them. A key part of this role is leading conversational AI and end-customer self-service across Amazon Connect Customer. You will own the voice AI agent strategy speech technologies and the full self-service experience that defines how end-customers interact with businesses. This includes driving low-latency multi-lingual human-like conversational quality and self-healing intelligence that detects where AI fails, optimizes knowledge, simulates before deployment, and learns continuously from production traffic. You will navigate 1P and 3P foundation model decisions and lead the evolution of agentic experiences for customer service. We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems while designing beautiful simple user experiences. We are looking for a passionate, talented, and experienced Sr. Manager, Product Management to lead Amazon Connect Customer's conversational AI and end-customer self-service product team. You will be responsible for the vision strategy and execution of the capabilities that help companies deliver agentic self-service experiences at scale across all personas. You will lead a team of product managers developing the next generation of generative AI infused end-customer self-service capabilities and drive the design and delivery of high-scale resilient systems while maintaining a constant customer focus. As a Sr. Manager on our team you will set strategic direction from conception through completion hire and develop senior product managers and build a high-performing PM team. You will work cross-functionally across engineering applied science design and GTM to solve challenging problems using the latest technologies. You will make data-driven customer-obsessed decisions and work with leadership across AWS to prioritize your programs. The position is a rare opportunity to lead within a fast-growing business at the cutting edge of applied AI and help shape the technology and product as we grow. You will define the direction for the next generation of conversational AI and agentic self-service at AWS delivering high-scale resilient systems while maintaining a constant customer focus. Key job responsibilities

• Define and communicate a compelling product vision and multi-year roadmap for your portfolio optimizing the sequence of deliverables and making transparent tradeoffs across opportunity resources and sustainability.
• Lead and grow an inclusive team of individual contributors setting the standard for recruitment onboarding coaching and career development while building succession plans that ensure long-term organizational health.
• Drive cross-functional alignment with engineering design finance and business partners to decompose complex problems into straightforward solutions establish scalable mechanisms and deliver results that improve customer experience and operational metrics.
• Evaluate and integrate generative AI capabilities where appropriate to augment team productivity and product quality while applying responsible AI practices throughout the product lifecycle.
• Establish pricing strategies and business metrics frameworks that inform product decisions and author narratives and strategic documents that influence priorities up to the most senior levels of the organization. A day in the life You might start your morning reviewing product and operational metrics with your leadership team identifying emerging risks and coaching managers on how to address them. By midday you could be leading a roadmap review with cross-functional partners aligning engineering and business stakeholders on upcoming launches. In the afternoon you may shift to a one-on-one with a direct report discussing their team's development plans and working through a complex prioritization challenge together. Throughout it all you balance strategic thinking with hands-on guidance ensuring your teams are empowered to make decisions independently. Our team puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here which is why we aren't focused on how many hours you spend at work or online. Instead we're happy to offer a flexible schedule so you can have a more productive and well-balanced life-both in and outside of work. Mentorship & Career Growth. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures and we're building an environment that celebrates knowledge sharing and mentorship. Our team is focused on building and scaling technical products that serve external customers working at the forefront of how Amazon delivers value beyond its core marketplace. We operate with a strong sense of mission: making it easier for customers to succeed by providing reliable intuitive services they can depend on. We are a collaborative group that values fresh perspectives encourages experimentation and invests in growing future leaders. If you are looking for a role where you can shape strategy build strong teams and see your work make a tangible impact this is the place for you. About the team Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conve