Principal Technical Program Manager, Amazon Customer Service

Are you passionate about driving large-scale technology transformations that directly impact hundreds of millions of customers? The Customer Intent Prediction (CIP) organization within Amazon Customer Service (CS) is looking for a Principal Technical Program Manager (TPM) to lead our most complex, cross-cutting strategic programs across a portfolio of AI-powered automated customer experiences. CIP delivers world-class automated experiences across CS Home Page, CS Chatbot, CS Voicebot, and emerging integrations such as Alexa+ by predicting the Intent of customers in order to serve them better when they reach out to Amazon. This involves complex science modelling, LLM based intent prediction and integration with various CS channels where customers interact with Amazon. We are executing on flagship initiatives including global product expansion, LLM-powered voice experiences across multiple geographies, human-in-the-loop augmentation for millions of automated interactions and embedding AI resolution agents into new surfaces. These initiatives span multiple organizations, involve deep technical complexity, and require a program leader who can operate at both the strategic and execution layers.

As the Principal TPM, you will own end-to-end program management of CIP"s most strategically significant deliverables. You will bring technical depth, structured thinking, and strong influence skills to drive alignment across engineering, product, science, and cross-functional partners. You thrive in ambiguity, earn trust through expertise and follow-through, and have a track record of delivering large-scale, technically complex programs in fast-moving, AI-native environments.

Key job responsibilities

• Partner with product and science leaders to define the roadmap for next-generation Intent prediction capabilities including agentic resolution systems, personalization infrastructure, and multi-modal conversational experiences
• Champion a culture of rigorous AI experimentation with hypothesis-driven development, statistically sound testing, and clear go/no-go criteria grounded in customer outcome metrics
• Own end-to-end program management for CIP"s highest-priority, cross-cutting initiatives including architecture modernization, global product launches, and multi-org platform programs
• Define program structure, milestones, success criteria, and delivery plans for initiatives spanning multiple teams and partner organizations
• Drive alignment across product, engineering, science, UX, and research on shared program goals, sequencing, and tradeoffs
• Identify and resolve cross-team dependencies, blockers, and risks before they impact delivery commitments
• Bring technical depth to program planning by understanding architectural constraints, system integration complexity, and engineering tradeoffs to inform realistic plans and credible risk assessments
• Lead technical deep dives on programs with significant complexity or cross-system dependencies
• Translate technical complexity into clear narratives for senior leadership and non-technical stakeholders
• Define and implement scalable program management frameworks, templates, and tooling across CIP"s product and engineering organizations
• Build mechanisms to surface program risks, resource constraints, and delivery gaps early, enabling proactive course correction
• Build and maintain strong working relationships across engineering, product, science, finance, legal, and cross-functional partner organizations
• Develop analytical frameworks to evaluate program tradeoffs, resource allocation, and sequencing decisions; instrument program health metrics for real-time leadership visibility
• Participate as a senior voice in CS leadership forums and serve as a thought partner to the VP on AI and science strategy, program execution, and delivery model evolution
• Mentor and develop program management talent across CS, including building AI fluency across the TPM community