Principal Product Manager, Kumo

3 days ago

Cape Town, South Africa Amazon Dev Centre South Africa Full time

Bachelor’s degree in a technical field (computer science or engineering degrees).
- 8+ years of demonstrated full-lifecycle ownership of product development, with cross team and cross discipline execution, either directly or as an organizational leader
- Track record of delivering technology products/services in a high growth environment
- Experience owning a portfolio or products and features and juggling their priorities
- Excellent written and verbal communication skills
- Excellent quantitative data analysis and critical-thinking skills

Job summary
As a Principal Product Manager you will be responsible for the portfolio of case management services used by thousands of support engineers, customer service agents, and technical account managers. This mission-critical system enables AWS Support staff to respond to customer requests, diagnose technical issues, perform troubleshooting, and manage communications, thus increasing operational productivity, accelerating time-to-resolution, and improving customer satisfaction.

Key job responsibilities
You will partner with key stakeholders to develop the product vision and strategy. You’ll drive product roadmaps, set goals, track high-level progress, and adjust plans to overcome problems and deliver meaningful results. You’ll identify opportunities, create the business case, and align the organization behind new initiatives. You’ll define feature requirements for product capabilities that span across multiple development teams, and will work with software engineers, designers, and program managers to build and launch products. Your impact will span CX/usability, technical and feature design trade-offs, team engineering roadmaps (internal/external), customer adoption, and business goals.

About the team
AWS Kumo is a global product and engineering organization dedicated to helping AWS customers succeed in their cloud journey. Kumo owns critical cloud services used by all AWS customers to build, optimize, and operate at scale. Our broad portfolio of services includes AWS Health, Trusted Advisor, re:Post, Support Center, and more, as well as all the internal tooling used by our global support organization to provide exceptional customer support.

Kumo is a people-first organization doing world-class innovation at scale. We are globally distributed, with larger teams across the United States, Canada, South Africa, Costa Rica, Australia, and other geographies. We are always looking for exceptional technologists and leaders who would like to join us on this journey. By joining Kumo, you will work with all AWS customers, from big and diverse enterprises to small cutting-edge startups, helping them achieve success in their cloud journeys. We are delivering product and technological innovation that transform the way our customers run their businesses. Our industry-leading product portfolio cuts across a wide range of technologies — from Distributed Systems to Machine Learning — at Amazon scale. We are a fast-growing, agile and collaborative team of individuals with diverse backgrounds from all parts of the globe. We combine the culture of a startup, the innovation and creativity of an R&D lab, the work-life balance of a mature organization, and AWS-scale technical challenges. Join us
- MBA or equivalent master’s degree
- Experience in building and delivering large scale, highly-available cloud services
- Outstanding written and verbal communication skills with an emphasis on communicating technical requirements and solutions to internal and external audiences
- Knowledge of latest trends and best practices in contact center solutions, CRM, technical support, and Conversational AI
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions
- Demonstrated ability to understand and discuss technical concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partners

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