Description Amazon Web Services (AWS) Training and Certification Education Programs is looking for an experienced, enthusiastic, hard-working, analytical and creative candidate to join our team. With a goal to close the gap of cloud-skilled resources entering the workforce, our mission is to find and inspire future cloud talent, engage them in free AWS cloud learning opportunities to foster growth, and extend their journey by helping them find their next step in their cloud. With a passion in learning and development, you will work directly with a cross-functional team providing product and customer support on delivery platforms, products, and services that enable the delivery of training to our customers. WHAT YOU DO You will deeply understand the AWS Education Program’s portfolio. You will obsess over our learners, educators, collaborating organizations, and their customers. With this understanding you will provide customer and product support to internal and external customers for the products and services the team is responsible for. You will create and manage a prioritization roadmap for key product and customer initiatives and partner cross-functionally to ensure the right customer experience is delivered. You will determine how to measure our internal customer experience, respond to voice of customer feedback, and drive improvements based on data. Key job responsibilities The Product Manager role will be responsible for the following: • Take ownership of support cases and follow through until they are closed. • Assist with troubleshooting and fixing access or delivery issues while meeting internal service level agreements. • Report and escalate customer issues and concerns to leadership, product, and platform managers. • Partner with Engineering Teams where collaboration across platforms is required. • Partner with Sales, Business Development, and Field facing teams to provide product support where needed. • Manage product and project initiatives. This includes building and maintaining project roadmaps, status reports, SOPs, and communications. • Support key strategic initiatives designed to scale product distribution and reduce costs, including but not limited to 3rd party learning management system (LMS) content integrations. • Participate in product usability, customer experience studies, and user acceptance testing. • Provide customer support to internal users and external customers using platforms managed by the team. This includes training, troubleshooting, fixing, and advising. • Use, design, develop, and build business intelligence reports using raw and managed data for metrics management, business decision making, and voice of customer feedback. • Advise and consult Managers and Sr. Managers. A day in the life The Product Manager will interface directly with internal and external customers, customer support teams, and product and engineering teams using and managing the products and platforms of the team. Within this role, the individual will provide Tier 2 customer support. You will understand trends, themes, and recommend product and process changes to improve efficiency and response times. About the team About AWS Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Sales, Marketing and Global Services (SMGS) AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. Basic Qualifications - 3+ years of product management experience - Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services - Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level - Managing and providing customer support - Experience with learning management systems (LMS) Preferred Qualifications - 3+ years of driving process improvements experience - 3+ years SQL experience and data warehouse experience - 3+ years of business intelligence reporting experience (QuickSight, Tableau) - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - 3+ years in a learning and development role - Experience working cross functionally with technical and non-technical teams - Familiar with cloud computing Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,700/year in our lowest geographic market up to $179,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.