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Principal, Technical Program Manager , Amazon Customer Service

Amazon · Seattle, WA · 5 days ago
Project ManagementFull-time

About the role

Amazon Customer Service (CS) is reimagining the associate experience from the ground up. We're building a future where every associate—from their first day through their entire career—has an experience designed around them as individuals. Network Solutions is seeking a Principal Technical Program Manager to lead program execution orchestration for the Associate Journey.

Responsibilities

  • Own end-to-end program execution for Associate Journey capabilities spanning pre-hire through tenured associate experiences

  • Orchestrate how and when we deliver—coordinating parallel execution tracks across Engineering, Applied Science, Data Engineering, Product, Operations, and UX

  • Drive technical architecture decisions that impact delivery timelines, operational scalability, and system integration

  • Manage dependency chains across teams, organizations, and systems—identifying blockers early and unblocking teams to maintain momentum

  • Build program mechanisms including delivery milestones, risk registers, and status reporting that provide leadership visibility into execution health

  • Partner with Service Delivery Operations teams to validate implementation feasibility, rollout readiness, and operational constraints

  • Establish program rhythms including sprint planning, dependency reviews, and stakeholder syncs that keep distributed teams aligned

  • Lead coordination for AI-native product development, ensuring engineering, science, and product teams are synchronized on delivery timelines

  • Navigate high ambiguity—defining execution paths and delivery plans where precedent doesn't exist

  • Influence senior leadership on delivery approach, resource needs, and technical trade-offs that impact timelines

  • Drive data-driven program management through analysis of delivery velocity, execution health, and program risk indicators

  • Own program retrospectives and continuous improvement mechanisms that improve delivery velocity and execution quality over time

  • Ensure delivery milestones align with product roadmap and business commitments

Qualifications

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

  • 7+ years of technical product or program management experience

  • 10+ years of working directly with engineering teams experience

  • Experience delivering results for large, cross-functional initiatives/projects, or experience communicating results to senior leadership

  • Experience defining and executing program requirements

  • Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)

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