Senior Manager, PMT-ES, Amazon Connect Customer

About the role

ABOUT AWS: Diverse Experiences Amazon 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. Why AWS Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differe

Requirements

• define target customer segment, engage, and onboard initial customers, and advocate on their behalf to define product vision iteratively
• partner with marketing and other aws professional services teams to craft a go-to-market strategy to fuel the growth of customer base as well as product feature set
• manage prioritization and trade-offs among needs of various customer and stakeholder groups, as well as, system performance and scalability.
• create buy-in for product vision and roadmap both internally and across key partners
• proactively identify and resolve issues that may impair the team's ability to meet strategic or technical goal.
• drive executive communications and alignment on strategy and vision.

Additional Information

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use. Amazon Connect Customer is an innovative cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems while designing beautiful, simple user experiences. We are looking for a passionate, talented, and experienced Senior Product leader to join Amazon Connect's Workforce Acceleration team, responsible for the capabilities that help companies configure and improve their contact center performance. You will play a crucial role in developing the next generation of generative AI infused agent, manager and end-customer experience capabilities, and have the opportunity to design and deliver high-scale, resilient systems while maintaining a constant customer focus. As a Senior Product leader on our team, you will drive strategic initiatives from conception through completion. You will work cross-functionally across teams to solve challenging problems using the latest technologies. You will make data-driven, customer-obsessed decisions and work with leadership across AWS to prioritize your programs. The position is a rare opportunity to join a fast-growing business and help shape the technology and product as we grow. This team is a great fit for you if: You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal. You are sensitive to customer needs and interested in working on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions. You'd like to be directly responsible for solving real customer problems. You are a passionate learner and are motivated to take on new challenges. You want to have fun; surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work life balance. Learn more about Amazon Connect: https://aws.amazon.com/connect/. Key job responsibilities - Define creative, high quality, and clear product roadmaps based on customer and stakeholder needs, team strategy, and vision - Develop detailed, crisp business requirements, and user stories that can be used to create product specifications and architecture for the capabilities offered - Define target customer segment, engage, and onboard initial customers, and advocate on their behalf to define product vision iteratively - Partner with Marketing and other AWS professional services teams to craft a go-to-market strategy to fuel the growth of customer base as well as product feature set - Manage prioritization and trade-offs among needs of various customer and stakeholder groups, as well as, system performance and scalability. - Create buy-in for product vision and roadmap both internally and across key partners - Proactively identify and resolve issues that may impair the team's ability to meet strategic or technical goal. - Drive executive communications and alignment on strategy and vision.

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