Product Manager - Technical, Customer Experience and Business Trends

Amazon"s Customer Experience and Business Trends (CXBT) is seeking a Product Manager - Technical to directly influence the direction of AWS product through the customer experience lens. We seek a technically proficient person to join our team working with AWS leadership to deliver innovative products to customers worldwide. We are the independent internal product consultants that advise senior leaders on product direction and CX improvements.

This role needs a person who is passionate to understand about the best possible customer experiences across AWS services. They stay on top of technical innovation and advances in the industry, with an eye on identifying opportunities where AWS can positively impact CX the most. This role requires dive deep into current and future customer needs, and deliver actionable insights that drive development of continuously improving AWS products, customer workflows, and features. Primary deliverables are reports with narratives that cover both the qualitative and quantitative aspects of customer use cases for specific AWS offerings which are presented to senior AWS leadership to influence them in products like AI Services, GenAI/ Agentic AI customer applications etc. to deliver the best customer experience. This role allows a person to explore different parts of AWS with a strategic vantage point.

The person will excel at influencing stakeholders without formal authority, across a wide range of technical profiles and seniority levels. They are comfortable with hands-on work using cloud services, write well, and their verbal communication is concise and perceptive. They tirelessly advocate on behalf of customers and escalate immediately when they believe course correction is needed. Finally, they deliver results without compromising on quality.

Key job responsibilities

• Design and build proof of concept experiments that best describe the quality (performance and ease of use) of the customer experiences of AWS products and services
• Collaborate with engineering and science teams to build products and processes for efficient performance evaluations of AWS services
• Develop roadmap for evaluations by synthesizing AWS product plans, customer needs, and industry trends
• Own entire evaluation lifecycle from scoping, to execution, to delivery of findings and recommendations on CX of AWS products to AWS leadership through crisp narratives
• Continuously absorb and share knowledge about the latest product and scientific developments relevant to AWS/cloud space with a focus on AI services, and AI applications

A day in the life

Depending on the stage of the study that you own, you may:

• Do exploratory research to understand industry trends and customer use cases. This may involve learning new areas, talking to experts across science/ engineering/ solution architects/ sales, customers etc.
• Build the customer use case using AWS or other required cloud services to evaluate the customer experience and performance.
• Work with engineering and science teams, as needed to build new CX evaluation capabilities.
• Consolidate your insights in crisp narratives for AWS product leadership, influencing the product roadmap and helping to remove CX pain points.

Continuous learning is always a constant.

About the team

Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Our team offers high quality work that drives significant customer impact with good work life harmony.