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.