Sr. Product Manager - Technical, CS Intelligence, AWS Specialist and Partner Organization

Description

As a Senior Product Manager-Technical on the Customer Success (CS) Intelligence team within the AWS Specialists & Partners (ASP) org, you will architect and drive the development of AWS' next-generation CS intelligence stack and AI-powered agents. This dual mandate encompasses building a unified data foundation that enables real‑time visibility into AWS service usage and customer value realization, while pioneering autonomous CS agents that proactively drive adoption and business outcomes for customers.

You will transform AWS' post‑launch customer journey through intelligent automation, predictive insights, and scalable agent‑led workflows that set new standards for enterprise customer success.

Working backwards from our vision of agent‑led customer success, you will collaborate with service teams across AWS, field & marketplace services engineering, data science, UX, and operations teams to create an integrated intelligence platform that combines customer telemetry, service analytics, and AI capabilities. This foundation will power a new class of CS agents that can autonomously monitor health, trigger interventions, and accelerate value realization across AWS' service portfolio.

Your work will directly impact AWS' ability to systematically drive and measure customer success at scale.

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end‑to‑end go‑to‑market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

• Architect the vision and roadmap for AWS' unified CS intelligence stack, combining real‑time telemetry, predictive analytics, and autonomous agent capabilities
• Contribute to the product vision and roadmap for CS agents that support both direct and partner‑led customer success motions
• Design comprehensive agent systems that transform post‑launch customer journeys through intelligent automation and proactive intervention
• Define data architecture and governance frameworks that enable secure, scalable intelligence capabilities across AWS services
• Develop success metrics to measure agent effectiveness, learning, and business impact across direct and partner‑led engagements

• Contribute to delivery of AI initiatives by writing clear Business Requirement Documents (BRDs), PRFAQs, user stories, and acceptance criteria
• Manage dependencies and unblock your team in a matrixed operating model by tracking dependencies, risks, and go/no‑go decisions to ensure timely feature releases
• Oversee post‑launch outcomes by conducting A/B experiments at scale, surfacing adoption gaps, and driving corrective measures
• Design and deploy feedback mechanisms that enable continuous learning and optimization across agent workflows
• Lead agent pilots and testing programs to validate effectiveness and scalability

• Collaborate with engineering and other AWS teams to align on agent architecture and integration approach
• Drive alignment on integration approaches with existing AWS systems while maintaining enterprise‑grade security standards
• Conduct Voice of the Customer activities through interviews, focus groups, and surveys to capture field/account team/partner inputs and validate prototypes
• Communicate regularly on status & progress through written briefings, demos, and stakeholder reviews; help develop training materials and release notes to support adoption

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

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