Senior Manager, Product Management Technical, External Services, Amazon Connect Customer

About the role

As part of the AWS Applied AI Solutions organization, you will help deliver business‑application solutions that millions of companies use to manage day‑to‑day operations. The team builds opinionated, turnkey solutions that enable customers to buy rather than build, focusing on Amazon Connect – an AI‑powered customer‑experience platform. Amazon Connect Customer provides intelligent self‑service across voice and digital channels, leveraging Amazon Bedrock, Lex, Polly, and Transcribe to deliver sub‑second latency, human‑like conversational quality, and self‑healing intelligence. In this role you will lead the conversational AI and end‑customer self‑service product team, own the voice‑AI agent strategy, speech technologies, and the full self‑service experience, and drive multi‑lingual, low‑latency, resilient systems that continuously learn from production traffic.

Key responsibilities

• Define and communicate a compelling product vision and multi‑year roadmap, optimizing deliverable sequencing and making transparent trade‑offs across opportunity, resources, and sustainability.
• Lead and grow an inclusive team of individual contributors, setting standards for recruitment, onboarding, coaching, career development, and succession planning.
• Drive cross‑functional alignment with engineering, design, finance, and business partners to decompose complex problems, establish scalable mechanisms, and deliver results that improve customer experience and operational metrics.
• Evaluate and integrate generative AI capabilities where appropriate, applying responsible AI practices throughout the product lifecycle.
• Establish pricing strategies and business‑metrics frameworks that inform product decisions, and author narratives and strategic documents that influence senior leadership priorities.

A day in the life

• Review product and operational metrics with the leadership team, identify emerging risks, and coach managers on mitigation.
• Lead a roadmap review with cross‑functional partners, aligning engineering and business stakeholders on upcoming launches.
• Conduct one‑on‑one meetings with direct reports to discuss development plans and tackle complex prioritization challenges.
• Balance strategic thinking with hands‑on guidance, empowering teams to make independent decisions.

Basic qualifications

• 5+ years of people management experience.
• Bachelor’s degree in Computer Science or a related field.
• Experience contributing to engineering discussions around technology decisions and product strategy.
• Experience overseeing roadmap strategy and definition.
• Experience with feature delivery and product trade‑offs.
• 9 years of technical product management experience from ideation through launch.
• 5 years of end‑to‑end Applied AI product delivery experience.
• Strong written and verbal communication skills; ability to present complex technical information clearly to executives and non‑technical leaders.

Preferred qualifications

• Successful technology product work from ideation through launch.
• Experience delivering technology products or services in a high‑growth environment.
• Experience shaping business strategy for technical products or services for large enterprises or partners.
• Experience with cloud‑native technologies.
• 10+ years of successful technology product work from ideation through launch.
• 10+ years of product management experience shipping AI/ML‑powered products or features at scale, including model evaluation, collaboration with applied‑science teams, system design, or prompt engineering.
• Familiarity with conversational AI, large language models, or speech/NLU systems, and ability to translate technical constraints into customer‑facing product decisions.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription).
• Basic Life & AD&D insurance with optional supplemental life plans.
• Employee Assistance Program (EAP) and mental‑health support.
• Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and surrogacy reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Pay

Base salary range: $199,200 – $269,500 USD annually. Compensation includes sign‑on payments and restricted stock units (RSUs) and varies based on experience, qualifications, and location.

Schedule

Flexible schedule that supports work‑life balance.