Principal Technical Program Manager, Amazon Customer Service

Key job responsibilities

• Define and own the long-term strategy for how Amazon Customer Service leverages Amazon Connect across voice, chat, and messaging channels
• Serve as the primary strategic interface between CS and Connect, building strong partnerships with Connect product and engineering leadership
• Identify, prioritize, and advocate for CS feature requests with Connect, ensuring our needs are represented in their product roadmap
• Evaluate new and existing Connect capabilities to determine adoption, integration, or build-around decisions for CS
• Drive cross-functional alignment across CS engineering, operations, and product teams on service adoption sequencing and migration planning
• Manage complex technical programs spanning multiple teams and organizations, navigating dependencies and driving accountability for delivery
• Write strategic narratives and present to senior leadership to secure alignment on strategy and investment decisions
• Stay deeply informed on Connect's product roadmap and emerging capabilities, proactively identifying opportunities to improve CS customer experience

About the team

Alexa Customer Service is responsible for designing, planning, and operating Amazon's global customer service network. Our mission is to transform CS from a cost center into a growth driver by building intelligent systems that anticipate demand, match customers to the right experience, and continuously improve service quality. Our strategy with Amazon Connect is foundational to this mission — Connect powers the channels through which hundreds of millions of customer interactions flow each year.

Basic Qualifications

• 7+ years of technical product or program management experience
• 10+ 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

Preferred Qualifications

• 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