DESCRIPTIONAWS is revolutionizing how companies build and deploy technology through powerful cloud-based services. Our AWS Support team enables customer success in the cloud through innovative applications like Trusted Advisor (best practices and optimization), AWS Health, and Support Center (incident resolution management). We deliver internal tooling for collaborating with customers and troubleshooting customer issues. We are an innovative, global organization that partners across AWS to deliver differentiated customer experiences.Our vision is to transform how the lifecycle of support cases is managed, by providing customers a seamless experience from case creation to case resolution. We will achieve this by leveraging the latest technologies to make an AWS Support engagement as frictionless as possible for both AWS Support customers and our frontline support teams.As a Senior Product Manager - Technical, you will own and drive the full product management lifecycle across a set of critical external services and experiences. You will have the opportunity to deliver entirely new experiences through innovative solutions in AI/ML and generative AI. As a member of the AWS Kumo Product Management team, you will join other expert product and engineering leaders to create the future of customer interaction management, spanning across case management, contact center, and support channels.The ideal candidate will be excited to lead the evolution of our external support experience and is deeply passionate about working with great teams to deliver the highest quality services. You are naturally customer-centric and thrive in a fast-paced environment that requires strong technical and business judgment, as well as solid communication skills.This role is based at our brand-new office in Cape Town, where you will work alongside talented teams of engineers, engineering leaders, and product managers. Your days will be fast-paced and dynamic, balancing priorities across engaging with customers, documenting product proposals, and managing technical projects. Occasional international travel is required to visit customers and meet with the broader leadership team.Key job responsibilitiesInnovate on behalf of customers to deliver exceptional support experiencesLead the creation of product strategy and vision for AWS Support servicesSeek buy-in for the product vision across the organizationWork backwards from customer needs to design customer-centric experiencesPrioritize initiatives and create product roadmapsEstablish metrics and key performance indicators to manage the businessDevelop business requirements and user storiesWork closely with engineering teams and designers to deliver resultsBASIC QUALIFICATIONSBachelor's degree7+ years of technical product or program management experience and experience owning/driving roadmap strategy and definitionExperience with feature delivery and tradeoffs of a productExperience contributing to engineering discussions around technology decisions and strategy related to a product and experience managing technical products or online servicesExperience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planningPREFERRED QUALIFICATIONSMaster's degreeStrong understanding of the cloud industryExperience creating services offerings for enterprise-level customersExperience creating B2B service offerings that cater to a wide audienceExperience with customer support workflows and experience in managing front-end console productsAmazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas.
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