Highlights
The organization owns the end-to-end CS experience strategy spanning all customer use cases, manages the unified intake point for new program launches requiring CS support, and owns the content strategy to empower both self-service and associate experiences with accurate, comprehensive knowledge. Service Design also builds critical technical products including a scalable policy management system and surprise-and-delight customer engagement experiences, while leading the technical program management function that assesses initiative complexity and routes work across CS teams.
Numbers & Facts
| Location | Seattle, WA |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
Description
We are seeking an Principal Technical Program Manager to build and lead a critical program intake function for Amazon Customer Service (CS). This role will establish the operational framework that ensures every change request-from new business launches to technical solutions-is properly triaged, assessed for readiness, and implemented with excellence. You will be the orchestration layer between business partners, product teams, technology organizations, and operations, ensuring we balance customer experience, technical feasibility, and operational capacity in every decision.
This role requires a unique combination of technical depth, operational acumen, and strategic thinking. You will assess both human-based solutions (impacting forecasting, training, and network capacity) and technical/automated self-service solutions (requiring architectural review and integration planning).
Your intake function will be the quality gate that prevents reactive firefighting and enables proactive, customer-backward solutioning.
Key job responsibilities
- Intake & Assessment - Design intake mechanisms for CS change requests, establish complexity scoring frameworks, and route initiatives to appropriate teams using standardized evaluation criteria
- Design and Solutioning - Partner with product and business teams to invent the optimal customer service solution for each launch.
- Readiness Evaluation - Assess technical and operational readiness including architecture review, integration dependencies, training needs, and network capacity constraints in partnership with
- Network Planning Solutions - Implementation & Execution - Develop comprehensive support plans with clear ownership and milestones, drive cross-functional alignment, and build mechanisms to track progress and escalate risks
- Continuous Improvement - Instrument the intake process to measure cycle time and quality, identify complexity patterns to build reusable frameworks, and evolve criteria based on lessons learned
About the team
CS Service Design is the customer journey design authority across Amazon Customer Service, responsible for setting standards for all CS experiences and ensuring they contribute positively to Amazon"s long-term growth.
This leader partners with program owners across Amazon"s diverse business portfolio-from WW Amazon Stores to Devices & Digital to emerging ventures-to assess business needs and drive customer-obsessed product excellence. The organization owns the end-to-end CS experience strategy spanning all customer use cases, manages the unified intake point for new program launches requiring CS support, and owns the content strategy to empower both self-service and associate experiences with accurate, comprehensive knowledge.
Service Design also builds critical technical products including a scalable policy management system and surprise-and-delight customer engagement experiences, while leading the technical program management function that assesses initiative complexity and routes work across CS teams.
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles