Senior Product Manager - Technical, Amazon Connect

Senior Product Manager - Technical, Amazon Connect

Job ID: 2808006 | Amazon Development Center U.S., Inc.

AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Biometric Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.

Amazon Connect is an easy-to-use cloud contact center service that helps companies of any size deliver superior customer engagement at lower cost. Amazon Connect flows enables companies to create, personalize, and automate customer and agent self-service experience across channels, eliminating manual processes while reducing expensive development and operational costs. With Connect flows, you can automate complex processes of all kinds, including ones with natural human interactions. These include conversational artificial intelligence (AI) experiences to help your customers self-serve issues, step-by-step guides for agents and end-customers to resolve issues fast and accurately, automated tasks for agents or contact center processes, or outbound communications to proactively engage millions of customers. Flows of all kinds can be built using our drag-and-drop graphical UI, well-defined (JSON-based) flow language, and public set of APIs.

As a Senior Product Manager - Technical on the Amazon Connect flows team, you will drive the vision, product strategy and requirements, and definition of key aspects of the product portfolio including how customers build flows more intuitively, use integrated testing capabilities to validate their experiences, and leverage analytics to optimize outcomes for their end-customers.

This team is a great fit for you if:

1. You like working directly with all levels and types of customers, from CxO to individual contributors and engineers to business people, to solve their most complicated problems through software.
2. You enjoy being on a team that fosters a collaborative environment as we work towards common goals.
3. You are a passionate learner and are motivated to take on new and, often times, ambiguous challenges.
4. You are able to lead and partner with a variety of stakeholders to identify and prioritize the right problems to solve and solutions to develop.
5. You are comfortable and thrive in a fast-paced environment.

If you’re entrepreneurial and want to build and own transformative technology-driven products, join us in making history.

Key job responsibilities

1. Engage with customers to work backwards from their goals and challenges to define a product vision, including future roadmap, investment, innovation and experimentation.
2. Influence senior leaders across AWS and communicate your product vision, strategy, goals, status, and customer impact.
3. Build a roadmap and define features that delight our customers, drive adoption, and increase utilization of our services.
4. Collaborate with engineering to build new capabilities and source customers for early adoption, beta testing and launch partners.
5. Launch and promote new capabilities, in collaboration with product marketing.
6. Deliver compelling presentations, product demos, technical blogs, and discussions to drive adoption of communication offerings.

About the team

Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

BASIC QUALIFICATIONS

1. 5+ years of technical product or program management experience.
2. 3+ years of end to end product delivery experience.
3. Experience managing technical products or online services.
4. Experience owning/driving roadmap strategy and definition.
5. Experience with feature delivery and tradeoffs of a product.

PREFERRED QUALIFICATIONS

1. Experience performing statistical analysis of data using SQL, Excel and other tools.
2. Experience with technologies like Hadoop, Rules based systems and Machine learning.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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