Sr. Product Manager - Tech, OpsTech Solutions, OTS Delivery Software Engineering (DSE)

Build and lead the roadmap for Amazon OpsTech Solutions’ OTS Incident Management Platform (ITSM), the system of record and orchestration layer for incident and task management. In this role, you’ll drive the shift from reactive workflows to prescriptive, AI-enabled service delivery, while strengthening Knowledge Management so Service Desk and Field IT teams can find the right information and act faster.

Why you’ll enjoy this role

• Own the product strategy and multi-year roadmap for ITSM, spanning incident and task management, orchestration and validation, ITSM user experience, and Knowledge Management.
• Make AI resolutions the default by partnering with the AI resolution product team to deliver guided resolution on the incident record and improve fulfiller adoption.
• Improve knowledge quality and reuse, with measurable adoption and documentation outcomes for Service Desk and Field IT users.
• Work at the center of a connected product ecosystem, where adjacent products (intake, routing, workforce optimization, AI agents) build on your platform through clear integration contracts.

Responsibilities

• Define and own a multi-year product vision and roadmap for ITSM, covering incident and task management, orchestration and validation, ITSM user experience, and Knowledge Management.
• Be the voice of the customer for Service Desk and Field IT using shadowing, feedback, and operational data to translate workflow friction into prioritized requirements.
• Partner with the AI resolution product team to deliver prescriptive, guided resolution on the incident record, and own the fulfiller-facing experience and its adoption.
• Set clear ownership boundaries and integration contracts between ITSM and adjacent products (intake, routing, workforce optimization, AI agents) so teams extend the platform in a consistent way.
• Collaborate with engineering leaders to shape platform architecture, guide build-vs-configure-vs-buy decisions on ServiceNow, and manage platform health and technical debt.
• Establish north-star and adoption metrics (for example, handle time, resolution-plan adoption, documentation quality, knowledge reuse) and report results through Monthly and Quarterly Business Reviews.
• Contribute to annual planning mechanisms (OP1/OP2) with well-reasoned investment proposals and maintain mechanisms to continuously capture the voice of the customer.

Requirements

• Experience owning and driving roadmap strategy and definition
• Experience with feature delivery and product tradeoffs
• Experience contributing to engineering discussions on technology decisions and product strategy
• Experience managing technical products or online services
• Bachelor’s degree
• 5+ years of technical product or program management experience
• Experience building and driving adoption of new tools
• MBA
• Experience representing critical customers and stakeholders during executive-level prioritization and planning
• Experience building cross-functional partnerships and influencing stakeholders without direct reporting relationships
• Experience bridging technical and business teams to refine requirements, prioritize incoming work requests, and ensure committed work is delivered on time
• Experience with AWS technologies: Redshift, S3, AWS Glue, EMR, Kinesis, FireHose, Lambda, and IAM roles and permissions
• Experience working with Data & AI technologies, including AI/ML, GenAI, Analytics, Database, and/or Storage

Technologies

• ServiceNow
• AWS Redshift, Amazon S3, AWS Glue, AWS EMR
• Amazon Kinesis, Firehose
• AWS Lambda, IAM
• AI/ML, GenAI

Benefits

• Sign-on payments
• Restricted stock units (RSUs)
• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts)
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave

A day in the life

• Shadow IT technicians to identify where knowledge articles pull people off a ticket or where chat times out, then convert observations into user stories with engineering partners.
• Join architecture discussions on how AI-generated resolution plans write back to the incident record and where the boundary sits with the AI team.
• Review adoption metrics, make prioritization trade-offs with stakeholders across the IT organization, and draft strategy narratives or OP2 investment proposals for senior review.

About the team

The ServiceNow Product Management team builds products that serve as the backbone of OTS operations. Amazon employees, Service Desk agents, and Field IT technicians rely on these ServiceNow experiences to complete their work every day. The team includes Product Managers who each own a clear product space, supported by a dedicated UX designer, with engineering counterparts within the broader organization. Your primary stakeholders are Service Desk and Field IT organizations.

Location: Austin, TX (onsite)
Compensation: USD 143,700 - 204,600 per year