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Sr. Technical Program Manager, Amazon Customer Service

Amazon

Seattle, WA

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Automation, Budgeting, Corrective Action, Cost Benefit Analysis, Cross-Functional, Customer Experience, Customer Service Management, Customer/Client Research, Data Management, Data Modeling, Green Construction, Leadership, Performance Metrics, Product Management, Product Programs, Project Execution, Project/Program Management, Reporting Skills, Requirements Management, Retail, Risk, Risk Analysis, Sales, Schedule Development, Service Level Agreement (SLA), Software Development, Software Engineering, Status Reports, Supply Chain, System Integration (SI), Team Lead/Manager, Team Player, Technical Leadership, Technical Strategy
LOCATION
Seattle, WA
POSTED
30+ days ago
Description The Customer Experience Improvement (CXI) Product and Tech team ensures we continue to raise the bar on customer experience across Amazon's diverse array of businesses, products, and services. We build the intelligence and automation that identifies customer experience improvement opportunities, based on customer feedback signals, and converts them into systematic corrective action at marketplace scale. Our solutions power the full defect elimination lifecycle: ML models that detect emerging defect patterns before they compound, LLM-based investigation tools that confirm root causes without human intervention, and agentic workflows that drive resolution through the right upstream team. We operate across every marketplace and defect category - from misleading detail pages to chronic damage to expired inventory - partnering with retail, seller services, supply chain, and science to close the loop between detection and fix. We're looking for a Technical Program Manager who can drive delivery across this system. You'll own cross-functional execution for a platform that spans multiple AI/ML workstreams, coordinate with resolver teams who own the upstream fix, and build the mechanisms that scale defect elimination beyond what any single team could achieve manually. The work is technically deep (agentic AI, detection models, data pipelines), organizationally complex (10+ partner teams with competing priorities), and high-impact (hundreds of millions in prevented concessions, tens of thousands of defects eliminated annually). If you thrive at the intersection of AI systems delivery and cross-org program leadership - and want to build something that directly protects customers - this is the role. Key job responsibilities As a Technical Program Manager in this team, you will: - Interact with Product Managers, other TPMs, and multiple development teams to define, design, and deliver complex product features. - Manage all aspects of project execution and lead efficient delivery of large programs. - Devise technical specifications and system integration plans, and demonstrate the ability to understand and discuss technical concepts, and evaluate new ideas, design, and solution choices. - Identify bottlenecks, risks, and issues at different stages of the program. Provide escalation management, trade-offs, and mitigations, balancing the business need and technical constraints. - Drive the technology strategy, collaborate with business and development teams across the company to analyze the cost/benefit of project selection. - Engage with and influence cross-functional stakeholders and senior leadership; and keep everyone informed through regular reporting, status reviews, and other mechanisms. A day in the life A typical day might include: unblocking an engineering team waiting on a data access approval from a partner org, reviewing a design for a new agentic investigation workflow, running a cross-org sync with resolver teams to align on launch timelines, and synthesizing progress across multiple workstreams into a leadership update with clear asks. You'll context-switch between technical depth and organizational navigation - often in the same meeting. You'll also leverage AI tools in your own workflow to move faster: using agents to pull ticket data and surface patterns, generating status reports from project trackers, and drafting technical specs that you refine with engineering. The systems you're delivering use AI to eliminate defects at scale - and you'll use AI to manage the complexity of delivering them. 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 - 5+ years of technical program management working directly with software engineering teams 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

About the Company

A

Amazon

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
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1994
WEBSITE
http://Amazon.com/militaryroles