Sr. Technical Program Manager, Amazon Customer Service

While Finance provides financial targets, variance analysis, and controllership mechanisms, you will bring the technical expertise to assess fleet efficiency, validate capacity assumptions, investigate cost drivers, and drive optimization execution across CS's AWS infrastructure portfolio. Description Amazon Customer Service (CS) is transforming how we deliver support to customers - evolving from manual, reactive operations to an intelligent, AI-native service experience that anticipates customer needs and continuously improves.

Description Amazon Customer Service (CS) is transforming how we deliver support to customers - evolving from manual, reactive operations to an intelligent, AI-native service experience that anticipates customer needs and continuously improves. To execute this transformation, we need to ensure our cloud infrastructure investments are optimized, efficient, and aligned with the future we are building. We are seeking a Sr. Technical Program Manager to own AWS Service usage and budget optimization for Amazon Customer Service. In this role, you will operate as a joint partner with Finance to drive sustained cloud infrastructure efficiency outcomes. While Finance provides financial targets, variance analysis, and controllership mechanisms, you will bring the technical expertise to assess fleet efficiency, validate capacity assumptions, investigate cost drivers, and drive optimization execution across CS's AWS infrastructure portfolio. You will own three critical pillars: Planning - consolidating fleet inputs, validating capacity assumptions, and ensuring plans reflect what teams are building; Technical Expertise - answering technical questions related to products and usage metrics, investigating Generative AI (Gen AI) adoption, usage efficiency, and cost drivers; and Optimization Execution - evaluating efficiency recommendations, coordinating with engineering teams, and driving execution. You will also represent CS by engaging with peer teams across Amazon to share and bring back best practices. This role requires someone who can blend deep technical understanding of cloud infrastructure with business acumen and programmatic rigor. You will operate in ambiguity, influence cross-functional stakeholders across engineering, finance, and planning, and communicate effectively from engineers through senior leadership. Key job 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 About the team 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. Basic 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 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually