Senior Manager, Product Management, Customer Success Intelligence, AWS Specialist and Partner Organization

About the role

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.

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

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