Principal Technical Program Manager, Amazon Customer Service

Principal Technical Program ManagerAre you passionate about driving large-scale technology transformations that directly impact hundreds of millions of customers? The Customer Intent Prediction (CIP) organization within Amazon Customer Service (CS) is looking for a Principal Technical Program Manager (TPM) to lead our most complex, cross-cutting strategic programs across a portfolio of AI-powered automated customer experiences. CIP delivers world-class automated experiences across CS Home Page, CS Chatbot, CS Voicebot, and emerging integrations such as Alexa+ by predicting the Intent of customers in order to serve them better when they reach out to Amazon. This involves complex science modeling, LLM based intent prediction and integration with various CS channels where customers interact with Amazon. We are executing on flagship initiatives including global product expansion, LLM-powered voice experiences across multiple geographies, human-in-the-loop augmentation for millions of automated interactions and embedding AI resolution agents into new surfaces. These initiatives span multiple organizations, involve deep technical complexity, and require a program leader who can operate at both the strategic and execution layers. As the Principal TPM, you will own end-to-end program management of CIP's most strategically significant deliverables. You will bring technical depth, structured thinking, and strong influence skills to drive alignment across engineering, product, science, and cross-functional partners. You thrive in ambiguity, earn trust through expertise and follow-through, and have a track record of delivering large-scale, technically complex programs in fast-moving, AI-native environments.