Overview In this role you drive the long-term strategy for leveraging Amazon Connect within Amazon Customer Service to deliver consistent, high-quality multi-channel experiences at global scale. You will be the strategic bridge between CS and Connect, shaping adoption, roadmap influence, and platform investments. You'll evaluate capabilities, align cross-functional teams, and manage complex programs that impact customer experience. This position offers the chance to influence product direction and help transform CS operations through scalable, customer-centric solutions.
Compensation / Benefits- health insurance (medical, dental, vision)
- RSUs and sign-on payments
- 401(k) matching
- paid time off
- parential leave
- comprehensive benefits package
Responsibilities- Define and own the long-term strategy for using Amazon Connect across voice, chat, and messaging channels
- Serve as the primary strategic interface between CS and Connect, building partnerships with product and engineering leadership
- Identify, prioritize, and advocate for CS feature requests to influence the Connect roadmap
- Evaluate Connect capabilities for adoption, integration, or build-around decisions
- Drive cross-functional alignment on service adoption sequencing and migration planning
- Manage complex programs across multiple teams and organizations, ensuring accountability for delivery
- Write strategic narratives and present to senior leadership to secure alignment on strategy and investment
- Stay informed on Connect product roadmap and opportunities to improve CS customer experience
Key requirements- 7+ years of technical product or program management experience
- 10+ years of working directly with engineering teams experience
- 5+ years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- strategic thinking
- influence without authority
- strong communication and storytelling with senior leadership
- technical fluency in software, cloud services, and integration
- experience collaborating with product and engineering teams
- ability to evaluate platform capabilities and make build vs buy decisions
