Principal Technical Program Manager, Amazon Customer Service

About the role

The Customer Service Concessions and CAP Tech team is seeking a Principal Technical Program Manager (TPM) to drive the development and evolution of technology solutions for Amazon Customer Service. This role involves collaborating closely with business owners and product managers to define strategy, requirements, and timelines, and leading various technical teams through the design, delivery, management, and support phases.

Responsibilities

• End-to-end ownership of cross-functional projects, including resource planning and project execution
• Lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency
• Drive 3-year action plan tech discussions
• Hands-on involvement in driving critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning
• Identify innovative solutions to project deadlocks and resolve issues and constraints through consensus and sound judgment
• Make project decisions and achieve tactical goals while maintaining a strategic focus
• Work closely with development teams and play a leadership role in product architecture and design
• Own communication/reportage on mission-critical projects, SVP/VP level goals

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
• 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