The team :
AWS is revolutionizing how companies build and deploy technology through powerful cloud based services. Our team enables customer success in the cloud through innovative applications like Trusted Advisor (best practices and optimization), Personal Health Dashboard (service health), and Support Center (incident resolution management).
We deliver internal tooling for collaborating with customers and troubleshooting customer issues. We are an innovative, global organization which partners across AWS to deliver differentiated customer experiences.
The role :
Join our team and collaborate with a set of experienced product managers. As a Principal Product Manager for AWS Support, you will have an enormous opportunity to impact the customer experience, design, architecture, and implementation of our work item prioritization and routing services.
These services orchestrate the interactions between customers and our our support teams and ensure we match the right people with the right skills to help our customers.
Key responsibilities :
Innovate on behalf of customers
Lead the creation of product strategy and vision
Seek buy-in for the product vision across the organization
Work backwards from customer needs to design customer experiences
Prioritize initiatives and create product roadmaps
Establish metrics and key performance indicators to manage the business
Develop business requirements and user stories
Work closely with engineering teams and designers to deliver results
Bachelor’s degree or higher in computer science, business, or related discipline
Experience of 8+ years as a product manager of complex technologies
Track record of shaping business strategy and roadmaps for technical products
Ability to work with software development teams to launch and improve software applications
Strong written communication skills and the ability to influence other teams
Strong judgment and prioritization skills
Master's Degree in computer science, business, or related discipline
Strong understanding of the cloud industry
Experience creating services offerings for Enterprise level customers
Experience creating B2B service offerings that cater to a wide audience
Experience with Customer support workflows