Principal Product Manager - Technical, External Services, AWS, GenAIUX

The AWS CX GenAIUX team is building intelligent, personalized experiences that meet users where they are. We believe that different personas—builders, operators, decision-makers, learners—deserve purpose-built GenAI applications tailored to their workflows, mental models, and goals. We are a fast-moving team that values customer obsession, bias for action, and thinking big. We believe that our customers need not to learn AWS, rather we should learn customer’s and enable them to build on AWS wherever and however they prefer. We follow their intent and help them build. Our team sits at the intersection of Artificial Intelligence and User Experience — Our vision is to cater to the need of every personality of the customers, define the future of persona driven applications and democratizing innovation for all customers on earth. We believe that different personas — builders, operators, decision-makers, and learners — deserve purpose-built GenAI applications tailored to their workflows, mental models, and goals. We measure success trust earned, adoption of applications and enhancing the AWS adoption. We're building the future of how people and AI work together on cloud infrastructure, and this role is central to that vision. ABOUT THE ROLE Model a "builder PM" culture where hands-on experimentation is the norm, not the exception. We are seeking a Principal Product Manager - Technical to define the ever-evolving persona strategy for AWS's GenAI-powered customer applications, establish the application frameworks that translate persona insights into a portfolio of applications, and drive flywheel for success of our customers at AWS. This requires a person who can drive a vision with conviction, remain stub-born on the vision yet flexible on the journey. This is a usability problem as much as a technology problem. The challenge is envisioning product for differentiated experiences where each customer intuitively understands the GenAI applications to leverage, trusts them enough to integrate into their life, delegate progressively complex work, and feels in control throughout. You will define how different customer personas experience trust, autonomy, and transparency differently — and translate that into distinct product experiences. organization-level alignment on what we build, for whom, and why. This is not a "strategy-only" role. In the era of Generative AI, the most impactful product leaders are hands-on builders who prototype before they prescribe, validate with working artifacts before writing documents, and earn engineering credibility by building alongside their teams. We expect you to be fluent in the tools and technologies you're shaping — capable of prompting, prototyping, and evaluating GenAI systems firsthand (a hands-on builder). This is a high-ambiguity, high-impact opportunity to make a difference in AWS customer’s life with technology revolution. The problem space is largely undefined: we do not yet have a systematic understanding of how millions of AWS users (both tech and non-tech), e.g. from junior developers to C-suite executives should experience AI-native workflows differently. You will define the strategy, build the mechanisms, set the direction that an experienced engineering team executes against, and personally validate critical bets through hands-on prototyping. You will operate with significant independence, and influencing leadership, roadmap decisions across AWS CX with laser focus on Customers. Key job responsibilities KEY RESPONSIBILITIES Persona Strategy & Frameworks (Org-Level) • Define and own the persona strategy for AWS GenAI experiences — establishing a scalable, data-driven framework that the broader organization uses to segment, prioritize, and serve differentiated customer cohorts • Set the methodology for persona research (qualitative and quantitative), and direct L5/L6 PMs, UX researchers, and data scientists who execute against it • Establish a living persona framework that becomes an organizational asset — referenced in OP1/OP2 planning, used by engineering to make architecture decisions, and adopted by adjacent AWS teams Portfolio Strategy & Application Definition • Translate persona insights into a portfolio of GenAI application concepts, defining the investment thesis for each: target persona, differentiated value, technical moat, and business model • Own the "working backwards" narrative at the portfolio level — authoring L7-grade PR/FAQs that articulate the 3-year vision and secure L8–L10 sponsorship. Supplement narratives with functional prototypes that make the vision tangible. • Make hard prioritization decisions across competing application investments, using a rigorous framework that balances customer impact, technical feasibility, time-to-value, and strategic positioning Product Roadmap & Org-Level Alignment • Define success metrics grounded in customer outcomes — adoption by persona, task completion rates, trust signals (autonomy granted over time), friction reduction, and retention — with clear input/output metric trees that teams can decompose and own • Identify and escalate strategic trade-offs to senior leadership with clear recommendations Cross-Functional & External Leadership • Influence senior leadership (L8–L10) with compelling, data-backed narratives that shape organizational priorities and resource allocation • Drive cross-org partnerships (Console, Documentation, Well-Architected, Training & Certification) to ensure persona insights are leveraged broadly • Represent AWS externally — customer advisory boards, re:Invent sessions, whitepapers, live demos — as the thought leader on persona-driven GenAI experiences • Engage directly with external AWS customers to understand their workflows, observe how they interact with agent experiences across personas, and ensure design decisions are grounded in real behavior • Attract, mentor, and develop PM talent; raise the product management bar across the team. Model a "builder PM" culture where hands-on experimentation is the norm, not the exception. BASIC QUALIFICATIONS • 4+ years of technical experience (software development, ML/AI systems, or other hands-on engineering work) • 10+ years of technical product management, program management, or engineering experience, with at least 5 years at a senior/principal level owning portfolio-level strategy • Experience delivering large-scale products where you are responsible for the full product lifecycle, from concept through launch • Experience building complex software systems that have been successfully delivered to customers • Demonstrated experience shipping AI/ML or Generative AI products at scale • Hands-on experience building with GenAI tooling — evidence of personal prototyping, prompt engineering, or building functional demos/POCs (not just writing requirements for others to build) • Proven ability to operate in high-ambiguity environments — defining both the problem and the solution where neither is well-understood • Track record of influencing org-level strategy and driving alignment across multiple teams (engineering, science, design, business) • Experience establishing mechanisms and frameworks adopted beyond your immediate team • Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent experience) PREFERRED QUALIFICATIONS • MBA or advanced technical degree (MS/PhD in CS, AI/ML, HCI, or related field) • Understanding of Large Language Models, agentic architectures, agentic solutions, and conversational AI — sufficient to discuss architectural trade-offs independently with tech team • Experience with AI development tooling (e.g., Amazon Bedrock, SageMaker, LangChain, agent frameworks, evaluation harnesses) • Experience with UX research methodologies — usability testing, customer journey mapping, behavioral analytics, persona development, ethnographic research, Jobs-to-Be-Done • Track record of external thought leadership (conference talks, published paper