Principal Technical Program Manager, Amazon Customer Service

Amazon Customer Service Transformation

The Amazon Customer Service (CS) organization is undergoing a significant transformation through the adoption of GenAI and AI agentic architecture, where AI partners work alongside humans to autonomously handle routine tasks, conduct rapid research, and seamlessly coordinate across previously siloed systems. To ensure this transformation is executed efficiently and securely, we will conduct a thorough inspection of existing agentic solutions across CS, define comprehensive best practices for teams to follow, and design a core agentic architecture that will serve as the foundation for all CS agentic solutions.

The Leader in this role will define and drive the implementation of Generative AI solutions to enhance Software Development Engineer (SDE) productivity within CS. You will bridge the gap between CS operational needs and technical capabilities, driving innovation that addresses unique challenges in the Customer Service environment.

Key job responsibilities:

• Drive the identification, prioritization, and implementation of GenAI solutions that improve SDE productivity in Customer Service
• Collaborate with Customer Service leadership to understand unique operational challenges and translate them into technical requirements
• Partner with engineering teams to develop fit-for-purpose GenAI solutions that address specific Customer Service needs
• Establish metrics to measure the impact of GenAI solutions on SDE productivity and Customer Service outcomes
• Lead cross-functional teams through the full product development lifecycle from concept to launch
• Create and maintain program roadmaps, timelines, and documentation
• Identify and mitigate risks that could impact successful implementation
• Present regular updates to leadership on program status, challenges, and achievements