Main takeaways: - Reaching global customers with global scale services - Working with global teams - Running global programs efficiently

1. www.productschool.com
How to Build Products at a Global
Scale by Amazon PM & PgM

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10. Sylvie Sartoretti &
Dhananjay Mahajan
T O N I G H T ’ S S P E A K E R

11. A bit about myself - Sylvie
7 yrs developer
18 yrs Product and Program management
Worked in 10+ countries around the world -
originally from Europe, I moved to Seattle
5+ years ago
Currently at Amazon as
Principal Program Manager
Career in Program Management,
where I advised several companies
in Tech and other industries around
the world

12. A bit about myself - Dhananjay
7 yrs developer
18 yrs Product and Program management

13. Why do you need to build Global products?
● Everything is going global
● Technology improvements are bridging the divide
● Product is worldwide / global from day one
● Advantages
○ Closer to customer
○ Recruiting and hiring
○ Round the clock delivery
● Disadvantages
○ Collaboration is harder
○ Physical and cultural gaps
○ Can become disadvantage

14. How to work with Global teams?
Time zones
Cultural
differences
Different
languages
Diverse goals

15. Agenda
● How to drive customer success at global level
● Products and technology - Global implications from design to launch
● Global execution - Remote and global teams

16. Global customer success
“Customers never had so many options like today, so it’s important to
listen to them and understand how to keep them happy”

17. What is Customer Success?
● Customer success helps customers get maximum value out of a product or
service
● Customer Success team
○ Works closely with sales, marketing, and product to achieve that goal. And it is a revenue-
generating team
○ Provides proactive outreach aimed at increasing upsells and cross-sells, positive word-of-
mouth, and successful outcomes for customers.

18. Why is Customer Success Important?
● By focusing on your customers and their success with your product or
service, you can retain customers longer and activate them as your
advocates, and they'll refer you new customers through word-of-mouth

19. What does a global product imply?

20. What does a global product imply?
● Planning
○ Market analysis at global scale
○ Competitive analysis

21. What does a global product imply?
● Design
○ Globalization
○ Regionalization
○ Localization

22. What does a global product imply?
● Develop and Execute
○ Global teams
○ Operations

23. What does a global product imply?
● Planning
○ Market analysis at global scale
○ Competitive analysis
● Design
○ Globalization
○ Localization
○ Regionalization
● Develop and Execute
○ Global teams
● Operate

24. Execution
● Global teams

25. Remote team

26. Execution - Remote first
● Plan the hours - time zones
● Communication patterns are remote first
● Be precise in communication
● Document everything
● Short meetings focused on decisions
● Web cam ON
● Record everything and archive
● Map calendars by regions
● Cultural sensitivity

27. Execution - Work distribution
● Standardize mechanisms - intake,
design, development, tools
● Distribute tech components to build
autonomously and integration with
shared design
● Facilitate KT between teams
● Build common shared goals
● Standardize communication tools
and patterns

28. Remote communication
● Unify communication
● Use tools designed for open communication

29. Beware of Remote dependencies
● Explicitly track dependencies

30. Design by remote teams
● Plan architecture sprint
● Design in components and iterate as a remote team
● Finalize on end to end scenarios
● Start with a user story that becomes the end to end demo

31. Build traditions - Celebrate Wins!

32. In conclusion
● Global products and Remote teams are becoming a norm
● Adapt to the culture and Win!

33. www.productschool.com
Part-time Product Management, Coding, Data Analytics, Digital
Marketing, UX Design, Product Leadership courses and Corporate
Training