Principal Technical Program Manager, Amazon Customer Service

Description

The Customer Service Concessions and CAP Tech team is looking for a Principal Technical Program Manager (TPM) to help build and shape the Concessions and Abuse prevention technology solutions for Amazon Customer Service.

This role requires close collaboration with business owners and product managers across the organization to define strategy, requirements, and timelines, as well as leading different technical teams through design, delivery, management, and support. The role demands a very high level of deep dive and an inherent bias for action towards solving complex problems. This position involves regular communication with senior management on roadmaps, progress, risks, and change control. Cross-team coordination, project management, and executive presentation skills are essential.

In this role, you will have an opportunity to steer some of the latest innovations in CS, and shape the future agentic architecture for all CS remediations. You will ensure the teams are delivering the highest quality products and services predictably while meeting the technical bar. You will guide both strategy and tactical decision-making to deliver complex cross-team programs, as well as partner with program managers to help support strategic deliverables while working with engineering to support important technical efforts.

The role requires constant balance between long term product vision and addressing immediate needs, driving an incremental approach that is metrics and data-driven. You will need to communicate effectively with senior tech and non-tech leaders across organizations on a regular basis while ensuring that the teams are aligned and stakeholders are aware of key performance indicators.

Key job responsibilities

As a Principal Technical Program Manager:

• You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.

• At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.

• You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment.

• You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.

• You will work closely with development teams and play a leadership role in product architecture and design.

• You will own communication/reportage on mission-critical projects, SVP/VP level goals

A day in the life

The Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

About the team

The Concessions and CAP Technology team enhances CS by developing sophisticated products for both customers and Customer Service Associates. Over the next 3 years, the team has a strong charter and funding towards modernizing its technology stack and leveraging Gen-AI solutions to offer automation across its front-end and back-end processes.

Basic Qualifications

• 7+ years of technical product or program management experience

• 12+ years of working directly with engineering teams experience

• 5+ years of software development experience

• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

• 8+ years of hands-on work managing complex technology projects experience

• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at .

USA, CA, San Diego - 177,000.00 - 239,400.00 USD annually

USA, WA, Seattle - 177,000.00 - 239,400.00 USD annually