• Bachelor's degree
• 7+ years of technical product or program management experience and experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• Experience contributing to engineering discussions around technology decisions and strategy related to a product and experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

AWS is revolutionizing how companies build and deploy technology through powerful cloud-based services. Our AWS Support team enables customer success in the cloud through innovative applications like Trusted Advisor (best practices and optimization), AWS 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 that partners across AWS to deliver differentiated customer experiences.

Our vision is to transform how the lifecycle of support cases is managed, by providing customers a seamless experience from case creation to case resolution. We will achieve this by leveraging the latest technologies to make an AWS Support engagement as frictionless as possible for both AWS Support customers and our frontline support teams.

As a Senior Product Manager - Technical, you will own and drive the full product management lifecycle across a set of critical external services and experiences. You will have the opportunity to deliver entirely new experiences through innovative solutions in AI/ML and generative AI. As a member of the AWS Kumo Product Management team, you will join other expert product and engineering leaders to create the future of customer interaction management, spanning across case management, contact center, and support channels.

The ideal candidate will be excited to lead the evolution of our external support experience and is deeply passionate about working with great teams to deliver the highest quality services. You are naturally customer-centric and thrive in a fast-paced environment that requires strong technical and business judgment, as well as solid communication skills.

This role is based at our brand-new office in Cape Town, where you will work alongside talented teams of engineers, engineering leaders, and product managers. Your days will be fast-paced and dynamic, balancing priorities across engaging with customers, documenting product proposals, and managing technical projects. Occasional international travel is required to visit customers and meet with the broader leadership team.

Key job responsibilities

• Innovate on behalf of customers to deliver exceptional support experiences
• Lead the creation of product strategy and vision for AWS Support services
• Seek buy-in for the product vision across the organization
• Work backwards from customer needs to design customer-centric 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

A day in the life
AWS 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.

About the team
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 we strive for flexibility as part of our working 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 differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and Amaze Con (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

• Master's degree
• 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 and experience in managing front-end console products

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.