Principal Technical Program Manager, Amazon Customer Service

The Customer Service Concessions and CAP Tech team is looking for a Principal Technical Program Manager (TPM) to help build and shape the Concessions and Abuse prevention technology solutions for Amazon Customer Service.

This role requires close collaboration with business owners and product managers across the organization to define strategy, requirements, and timelines, as well as leading different technical teams through design, delivery, management, and support. The role demands a very high level of deep dive and an inherent bias for action towards solving complex problems. This position involves regular communication with senior management on roadmaps, progress, risks, and change control. Cross-team coordination, project management, and executive presentation skills are essential.

In this role, you will have an opportunity to steer some of the latest innovations in CS, and shape the future agentic architecture for all CS remediations. You will ensure the teams are delivering the highest quality products and services predictably while meeting the technical bar. You will guide both strategy and tactical decision-making to deliver complex cross-team programs, as well as partner with program managers to help support strategic deliverables while working with engineering to support important technical efforts.

The role requires constant balance between long term product vision and addressing immediate needs, driving an incremental approach that is metrics and data-driven. You will need to communicate effectively with senior tech and non-tech leaders across organizations on a regular basis while ensuring that the teams are aligned and stakeholders are aware of key performance indicators.

Key job responsibilities

As a Principal Technical Program Manager:

• You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
• At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
• You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment.
• You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
• You will work closely with development teams and play a leadership role in product architecture and design.
• You will own communication/reportage on mission-critical projects, SVP/VP level goals

A day in the life

The Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates.

If you are not sure that every qualification on the list above describes you exactly, we"d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

About the team

The Concessions and CAP Technology team enhances CS by developing sophisticated products for both customers and Customer Service Associates. Over the next 3 years, the team has a strong charter and funding towards modernizing its technology stack and leveraging Gen-AI solutions to offer automation across its front-end and back-end processes.