Sr. Technical Program Manager , Amazon Customer Service

Description

Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Experience Product (CXP) department which is part of the Amazon Customer Service (CS) Org. We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This Sr. TPM role will be highly visible across CS org. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects.

Anticipated Impact

The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects. Key job responsibilities include anticipating bottlenecks, providing escalation management, making trade-offs, and balancing business needs versus technical constraints; demonstrating excellent leadership skills, strong technical expertise, and hands-on project management capabilities; solving complex technical problems and designing robust, scalable solutions; hiring and leading teams of software development engineers to design and deploy solutions in an agile manner.

About The Team

About the Team: The mission of the CXP team is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.

Basic Qualifications

• 5+ years of technical product or program management experience
• 3+ years of software development experience
• 5+ years of technical program management working directly with software engineering teams experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Company

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Application Process

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Compensation

Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at here.