Principal Product Manager Technical, Support Optimization TechnologyAWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
Do you like working with cross-functional teams, including engineering, product, program, UX and operations teams, to define a bold vision and deliver high-value solutions to AWS customers? Do you enjoy leading initiatives that are critical to our customers' cloud operations, and the AWS business? Then, this Principal Product Manager Technical (PMT) role with the AWS Trusted Advisor team within AWS Kumo is for you.
At AWS Kumo, we hire the world's brightest minds, offering an environment where they can relentlessly detect, design, and drive solutions to excel operationally and improve customer experiences. We are seeking an experienced Principal Product Manager Technical (PMT) who is innovative, passionate, and customer-focused, and is willing to "get hands dirty" in a start-up environment while being able to optimize delivery against both short and long term goals.
In this role you will lead the vision and execution for a new AWS product and service. This service will deliver Generative AI based workflows to take the support that we offer to our end-customers to the next level. Our vision is to enable Enterprise users of AWS to optimally leverage AWS' support offerings to achieve their business outcomes faster.
Key job responsibilitiesCreate a product vision, and strategy for the serviceDefine product roadmaps and work closely with Engineering leaders to achieve business goalsWork with business stakeholders and tech teams to define needs, build solutions, and measure resultsEngage with customers through a variety of channels and serve as the voice of the customer internallyEstablish goals and product metrics to measure success of the productProvide effective verbal and written updates to senior leadershipA day in the lifeWork closely with AWS account teams, Enterprise Support stakeholders, and Kumo Engineering teams to deliver key initiativesAlign senior leaders across AWS to automate manual communication processes by highlighting customer value, and metricsCollaborate with US teams for user research, testing, and wireframingEngage with partner teams, interview customers to deliver working backwards documentsAbout the teamThe AWS Kumo team provides technology and trusted expertise that intelligently anticipate and resolve AWS customer needs, helping them adopt, optimize, and operate at scale. Kumo's products, used by AWS customers and the support teams that help them, are vital to ensuring exceptional customer experiences on AWS. We aim to identify every need of customers across all AWS services before they do, and seamlessly connect them to the most appropriate resolution for their need, eventually fulfilling the vision of a self-healing cloud. We have unfettered curiosity and drive to help build "best in the world" support experiences that customers will love! We are inventing and designing tech that will directly impact every customer across all AWS services. Our industry-leading technology cuts across a wide range of ML techniques from Natural Language Understanding to Deep Learning. Our team packs a punch with principal level engineering, science, product, and leadership talent. We combine the culture of a startup, the innovation and creativity of an R&D Lab, the work-life balance of a mature organization, and technical challenges at the scale of AWS. We offer a playground of opportunities for builders to build, have fun, and make history!
BASIC QUALIFICATIONS7+ years of working as a Technical Product Manager experience5+ years of technical (software development, network development, IT, other related) experienceExperience delivering large-scale SaaS, PaaS or LaaS products where you are responsible for the full product lifecycle, from concept through GTM (go to market)PREFERRED QUALIFICATIONSHands-on experience using the cloud services, especially at scale.
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