Sr. Technical Program Manager, Amazon Customer Service
Summary
Lead cross-functional programs to build and deploy AI-driven customer service automation at Amazon, coordinating engineering teams to scale self-service solutions.
Amazon.com is broadly recognized as #1 in Customer Service (CS) in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Associate Engineering Technology department. Especially, we leverage conversational AI and machine learning technology to predict and resolve customer issue in self-service and automation way.
We are looking for Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This TPM role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects.
You are an ideal candidate if you have a solid track record of hiring and leading teams of software development engineers to design and deploy in an agile manner.
Key job responsibilities
- Anticipate bottlenecks, provide escalation management, and balance business needs versus technical constraints
- Make strategic trade-offs to keep programs on track while aligning with broader organizational goals
- Demonstrate excellent leadership skills with the ability to influence and drive alignment across cross-functional teams
- Apply strong technical expertise to solve complex technical problems and design robust, scalable solutions
- Lead hands-on project management, including planning, execution, and delivery of large-scale technical programs
- Combine deep technical acumen with program management discipline to deliver results in ambiguous, fast-paced environments
We are looking for Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This TPM role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects.
You are an ideal candidate if you have a solid track record of hiring and leading teams of software development engineers to design and deploy in an agile manner.
Key job responsibilities
- Anticipate bottlenecks, provide escalation management, and balance business needs versus technical constraints
- Make strategic trade-offs to keep programs on track while aligning with broader organizational goals
- Demonstrate excellent leadership skills with the ability to influence and drive alignment across cross-functional teams
- Apply strong technical expertise to solve complex technical problems and design robust, scalable solutions
- Lead hands-on project management, including planning, execution, and delivery of large-scale technical programs
- Combine deep technical acumen with program management discipline to deliver results in ambiguous, fast-paced environments