Principal Technical Program Manager, Customer Service

Salary: $177,000 - 239,400 per year Requirements:

• 7+ years of experience in technical product or program management
• 10+ years of direct collaboration with engineering teams
• 5+ years of software development experience
• Experience leading programs across cross-functional teams, establishing processes, and coordinating release timelines
• 8+ years of hands-on delivery of complex technology initiatives
• Experience managing projects across cross-functional groups, building durable processes, and aligning release schedules

• Own the long-term strategy for how we use Amazon Connect across voice, chat, and messaging channels
• Act as the primary strategic bridge between Customer Service and Connect, developing strong partnerships with Connect product and engineering leadership
• Identify, prioritize, and champion Customer Service feature needs with Connect so our requirements are reflected in the product roadmap
• Assess new and existing Connect capabilities to decide whether we adopt, integrate, or build around them
• Drive alignment across engineering, operations, and product teams on adoption sequencing and migration planning
• Lead complex technical programs across multiple teams and organizations, managing dependencies and ensuring delivery accountability
• Prepare strategic narratives and present to senior leadership to gain alignment on strategy and investment choices
• Stay closely informed on Connects roadmap and emerging capabilities, proactively finding opportunities to improve customer experience

• Flow
• Support
• Network
• AI
• Cloud

More:

We are Amazon Customer Service Network Solutions, responsible for designing, planning, and operating our global customer service network. Our mission is to turn Customer Service from a cost center into a growth driver by building intelligent systems that anticipate demand, match customers with the right experience, and continuously improve service quality. Amazon Connect is central to this mission and powers the channels through which hundreds of millions of customer interactions flow each year. We offer comprehensive benefits, including health coverage, 401(k) matching, paid time off, parental leave, and additional support programs. This role is based in Seattle, Washington, with a listed annual base salary range of USD 177,000 to 239,400, plus sign-on payments and restricted stock units.

last updated 37 week of 2026