Sr. Technical Program Manager , Amazon Customer Service

Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Experience Product (CXP) department which is part of the Amazon Customer Service (CS) Org.

We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This Sr. TPM role will be highly visible across CS org. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects.

Key job responsibilities
- Anticipate bottlenecks, provide escalation management, make trade-offs, and balance business needs versus technical constraints
- Demonstrate excellent leadership skills, strong technical expertise, and hands-on project management capabilities
- Solve complex technical problems and design robust, scalable solutions
- Hire and lead teams of software development engineers to design and deploy solutions in an agile manner

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, and adhere to business plans towards shared objectives.

About the team
The mission of the CXP team is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.