Principal Product Manager, Tech, Amazon Connect

About the role

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Responsibilities

• Play a crucial role in building the Customer Data & Insights strategy for Connect, obsessing over the agent and user experience.
• Design and deliver high-scale, resilient systems while maintaining a constant customer focus.
• Drive strategic initiatives, working cross-functionally with product leaders across Connect to make customer data & insights easy to build, access and use.
• Champion the front end experiences so users like admins and supervisors as well as their agents can understand the value of customer insights and be able to use those insights to drive outcomes for their businesses.
• Be 100% customer focused, understanding their needs and requirements, plus anticipating future trends that will serve their needs.
• Deliver results, being able to coordinate large, multi-functional projects on-time, anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.

Requirements

You will enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal. You are sensitive to customer needs and interested in working on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions. You’d like to be directly responsible for solving real customer problems. You are a passionate learner and are motivated to take on new challenges. You want to have fun; surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work life balance.

Qualifications

• 7+ years of working as a Technical Product Manager experience
• 5+ years of technical (software development, network development, IT, other related) experience
• Experience delivering large-scale SaaS, PaaS or LaaS products where you are responsible for the full product lifecycle, from concept through GTM (go to market)

Preferred Qualifications

• 7+ years of technical (software development, network development, IT, other related) experience

Benefits

Amazon 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.