Sr. Technical Program Manager, Amazon Customer Service

About the role

This role sits on a Business Planning and Organizational Excellence function within Amazon Customer Service that manages planning cycles, workforce operations, and provides strategic coordination across the org. We work at the intersection of technology and business strategy to ensure CS is making the right investment and efficiency decisions as we build the future of customer service at Amazon.

Responsibilities

• Serve as the AWS Service usage and budget optimization subject matter expert for Amazon Customer Service, partnering jointly with Finance to ensure accountability and sustained delivery of efficiency outcomes
• Own cross-fleet input consolidation, capacity validation, and business case articulation to ensure infrastructure plans reflect what teams are building
• Provide technical expertise on AWS products and usage metrics, investigating Gen AI adoption, usage efficiency, and infrastructure cost drivers
• Evaluate efficiency recommendations, coordinate with engineering teams, and drive optimization execution across CS's AWS fleet
• Conduct technical deep dives and infrastructure analysis to provide root-cause diagnosis and usage-level context that informs financial controllership
• Drive Weekly/Monthly Business Review coordination with fleet owners to ensure accountability for optimization commitments
• Represent CS by engaging with peer teams across Amazon to share best practices and bring back learnings
• Define the right mechanisms for cloud spend management and planning as CS transforms its service delivery operations

Qualifications

• 5+ years of technical product or program management experience
• 7+ years of working directly with engineering teams experience
• 3+ years of software development 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

Pay

The base salary range for this position is $148,700.00 - $201,200.00 USD annually.