We are seeking a detail-oriented Director of Product to manage and expand the portfolio of Support and Managed Services product plans, including Enterprise Support, Enterprise On-Ramp, Incident Detection and Response, AMS, and more. This leader will be responsible for enhancing the customer experience, driving operational efficiency in terms of cost, performance, security, and compliance, and fueling the continued growth of our business.

This leader will define overall strategy and deliver offerings powered by Amazon Generative AI and proactive tools to help customers achieve critical business objectives such as cloud migration, risk mitigation, resilience, and cost optimization. This role also encompasses managing pricing strategies and adoption targets across the product portfolio.

The ideal candidate will bring a strong passion for technology services, sound business and product judgment, and the ability to define innovative products. They should have a track record of creating industry-wide impact and be comfortable working in a fast-paced environment within a large organization. The ability to navigate a metrics-driven culture, influence engineering and operations teams, and integrate broader industry and technology trends into the product roadmap is essential.

Key job responsibilities
• Hire and Coach Product Managers: Build and lead a team of product managers to scale operations and drive impactful outcomes.
• Lead Product Definition: Co-develop and coach the customer-focused strategy, long-term goals, and product documents (e.g., press releases, FAQs), incorporating customer feedback, market analysis, and business metrics.
• Define Product Roadmap: Create and manage the product roadmap, including future innovations, investments, and experimentation initiatives.
• Product Planning and Development: Set customer goals and business requirements for product releases, ensuring alignment with the product’s vision and objectives. Oversee product positioning in the market.
• Lead Product Launch: Partner with AWS Sales, partner organizations, and BD teams on go-to-market (GTM) strategies to ensure successful product launches that meet both customer and business objectives.
• Collaboration with Technical Teams: Work closely with engineering teams, making trade-off decisions based on customer needs and overseeing QA/testing efforts to ensure product quality.
• Influence Senior Leadership: Communicate the vision, strategy, goals, and customer impact of AWS Countdown to senior leaders across Amazon, ensuring alignment and support.


About the team
AWS Support and Managed Services (AMS) business is one of the largest and fastest-growing businesses within AWS, offering proactive planning, advisory services, technology, automation, and 24/7 expert support to help customers achieve their cloud-related business goals. AMS executes operational best practices on behalf of customers, leveraging automation, specialized skills, and contextual experience tailored to their unique environments and applications.

AWS Support is redefining the IT and Enterprise Support industry with ground-breaking products like AWS Countdown, Incident Detection and Response, Trusted Advisor, and the Personal Health Dashboard. We are an opt-in service with our own P&L, and we earn our customers’ business every month by providing exceptional service.