Product Manager - Technical

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 about understanding the best possible customer experiences across AWS services. 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 diving deep into current and future customer needs, and delivering actionable insights that drive the 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 for specific AWS offerings which are presented to senior AWS leadership to influence them in products like AI services, GenAI/agentic AI customer applications, observability services, etc., to deliver the best customer experience. This role allows a person to explore different parts of AWS with a strategic vantage point. The person will excel at influencing stakeholders without formal authority, across a wide range of technical profiles and seniority levels. They are comfortable with hands-on work using cloud services, write well, and their verbal communication is concise and perceptive. 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 to AWS leadership through crisp narratives
• Understand customer needs to design the right use case and methodology to assess customer experience
• 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
• Contribute to team study roadmap by synthesizing AWS product plans, customer needs, and industry trends
• Continuously absorb and share knowledge about the latest product and scientific developments relevant to AWS/cloud space with a focus on AI/GenAI applications

A day in the life:

• Depending on the stage of the study that you own, you may:
• Do exploratory research to understand industry trends and customer use cases. This may involve learning new areas, talking to experts across science/engineering/solution architects/sales, customers, etc.
• Build the customer use case using AWS or other required cloud services to evaluate the customer experience and performance.
• Work with engineering and science teams, as needed, to build new CX evaluation capabilities.
• Consolidate your insights in crisp narratives for AWS product leadership, influencing the product roadmap and helping to remove CX pain points.

Continuous learning is always a constant.

About the team:
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.