Principal Product Manager - Technical, External Services, AWS Customer Experience

Join AWS to shape how millions of customers interact with cloud infrastructure through intelligent agents. You'll own the product strategy for AWS's agentic user experience, transforming how customers accomplish their goals by simply stating their intent rather than decomposing complex technical requirements. This is a usability role at the frontier of AI — the hardest problem isn't building capable agents, it's designing experiences where customers understand what agents are doing, trust them enough to delegate work, and feel in control. You'll reduce friction, eliminate complexity, and make agent interactions feel natural across every workspace. Key job responsibilities - Define and own the multi-year product strategy for AWS's agentic user experience — establishing how customers work on AWS through agent delegation, autonomous operations, and intelligent workflow automation - Drive the product vision for progressive trust and autonomy models, permission boundaries, and governance frameworks that feel simple and transparent to customers - Champion exceptional customer experiences by partnering with UX design to ensure agent interactions are intuitive, build customer trust, and maintain a high bar for simplicity as underlying AI capabilities grow in complexity - Own the agentic experience across multiple channels — the AWS Management Console, agent-based integrations, IDE environments, CLI, and mobile — ensuring a cohesive, frictionless experience regardless of workspace - Partner with engineering, applied science, and UX teams to translate customer needs into concrete product requirements, iterating rapidly based on customer behavior, usability research, and feedback - Engage directly with external AWS customers to understand their workflows, observe how they interact with agent experiences, and ensure every design decision is grounded in real customer behavior A day in the life You'll spend your time immersed in how customers actually interact with agent experiences. You review usability research and customer session recordings to identify where experiences delight or confuse. You collaborate with UX designers on interaction patterns — discussing how much information an agent should surface, when to request confirmation, and how to communicate uncertainty while maintaining trust. You define product requirements for the next phase of the agentic experience, working with applied science teams on model capabilities and with engineering on system architecture. You present strategy updates to senior leadership, make decisions that balance near-term delivery with long-term architectural direction, and navigate ambiguity daily — making informed bets with incomplete information because customer needs won't wait for certainty. About the team We deliver the experience for every AWS customer — across the Management Console, mobile, conversational, and agent-based workspaces. We believe AWS should meet customers where they are — in a conversation when exploring, in their IDE when building, in a dashboard when operating, and through agents that work autonomously. We care deeply about usability and measure success not by features shipped, but by friction eliminated and how effortless the experience feels. We're building the future of how people and AI work together on cloud infrastructure, and this role is central to that vision. You'll work across engineering, applied science, UX, and service teams to ship experiences customers love. - 5+ years of technical (software development, network development, IT, other related) experience - Experience delivering large-scale SaaS, PaaS or LaaS products where you are responsible for the full product lifecycle, from concept through GTM (go to market) - 8+ years of technical product management, program management or engineering experience - Experience building complex software systems that have been successfully delivered to customers - Experience influencing senior leaders/stakeholders - Bachelor's degree in Computer Science, Engineering, or a related technical field - Experience working with engineering teams on technically complex products - Experience defining and delivering AI/ML-powered or agent-based product experiences - Experience working with customers with a passion for delivering exceptional service, or experience in software development - 10+ years of creating written docs for development of new products experience - Knowledge of AWS services - Master's degree in Computer Science, Computer Engineering, Information Science, Web Development, Human-Computer Interaction, or related fields - Experience with agentic AI systems, LLM-based applications, or autonomous workflow orchestration - Experience with developer tooling, cloud management interfaces, or infrastructure-as-code products - Experience managing products used by technical customers such as engineers, developers, and DevOps professionals - Experience with UX research methodologies — usability testing, customer journey mapping, behavioral analytics - Experience with agent frameworks, agent protocol standards, or AI orchestration systems Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, CA, East Palo Alto - 208,300.00 - 281,800.00 USD annually USA, WA, Seattle - 181,100.00 - 245,000.00 USD annually