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
Requirements
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
Qualifications
Knowledge of AWS or cloud technologies
MBA or advanced degree in a technical field (CS, ML, Data Science)
Experience building and scaling AI/ML-powered products from 0-to-1 — agent systems, recommendation engines, predictive platforms, or intelligent automation
Experience with customer success, partner ecosystems, or post-sales product development
Experience building products that serve both internal teams and external customers/partners simultaneously (platform-as-a-product)
Track record of productizing manual/human processes through intelligent automation while maintaining quality
Experience operating in a GTM or commercial organization (not purely engineering) — understanding partner economics, pricing, and commercial model innovation
Skills
Comfortable operating in ambiguity
Ability to make high-judgment sequencing decisions across competing priorities
Strong communication and influence skills
Ability to recruit and develop high-performing technical teams
Benefits
Comprehensive benefits including health insurance, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage
401(k) matching
Paid time off
Parental leave
Pay
$217,700.00 - $294,500.00 USD annually
Schedule
Full-time