Amazon
Principal, Customer Solutions Manager, RDS Service Team
$183K–$284K
Seattle, WA +2 · Principal · Full-time · Posted Aug 31, 2026
- Location
- Seattle, WA
Redmond, WA
East Palo Alto, CA - Experience
- 10+ years of senior customer-facing role experience; 15+ years leading complex, large-scale IT, technical, or engineering programs experience.
- Education
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field.
About the job
Leads critical enterprise customer escalations for the AWS RDS Service team, coordinating teams through resolution and turning customer insights into service and process improvements.
What you'll do
- Own executive-visible escalations, coordinate responders, communicate with senior leaders, and drive issues to resolution.
- Build escalation mechanisms, automation, dashboards, and reports; advise customers and stakeholders during high-stakes situations.
- Mentor senior CSMs and technical leaders, and translate customer feedback and recurring patterns into team and product improvements.
What they ask for
- 10+ years of senior customer-facing role experience.
- 15+ years of leading complex, large-scale IT, technical, or engineering programs experience.
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field.
- Experience leading technical and non-technical transformation project teams in a direct or matrixed role across broad functional teams.
Nice to have
- PMP/SCRUM/Agile or SAFe certification; knowledge of the software development/engineering lifecycle.
- Experience implementing AWS/cloud services, working with databases and SQL, or with emerging technologies including Generative AI.
Pay
USD 210,200.00 - 284,300.00 annually (base salary); USD 182,800.00 - 247,300.00 annually (base salary)
Tools
AWS, cloud services, databases, SQL, Generative AI
AI focus
Preferred experience with emerging technologies, including Generative AI; no AI duties are specified.
Model-written summary · the original posting is authoritative