Principal Tech Program Manager, Amazon Customer Service

Description

Have you ever wondered what it takes to make millions of complex global interactions feel effortless? We are looking for builders who are obsessed with the 'how' behind perfect customer experience to join the Network Planning Solutions (NS) team within Amazon Customer Service (CS). Here, you’ll do more than just develop software; you’ll create 'delight' by delivering exactly what our customers need, right when they need it. If you’re ready to turn complex technical hurdles into intuitive human experiences, you’ve found your team.

CS NS architects and orchestrates Amazon’s customer service network of the future. By building AI-native solutions that continuously learn, predict and optimize, we deliver seamless customer experiences and empower associates with high-value work - driving measurable business impact at a global scale.

Key job responsibilities
- Manage the end-to-end lifecycle of complex technology products and projects (focused on Gen AI and Automation) across CS technology, from conception through launch.
- Anticipate and address bottlenecks, provide escalation management, and make strategic trade-offs rooted in business and customer priorities.
- Develop comprehensive project plans, influence stakeholders across multiple domains, and ensure alignment with broader business goals.
- Drive innovation within NS , leveraging AI and machine learning to enhance customer interactions.
- Maintain constant communication with cross-functional teams and stakeholders to ensure transparency and alignment on project goals, roadmaps, and deliverables.
- Support the delivery of the vision and long-term planning, business requirements, and PRFAQ documents.

A day in the life
Your day will be a dynamic blend of strategic planning and collaborative problem-solving. You'll work closely with engineering, science, and product teams to develop AI-native capabilities that continuously learn and optimize our customer service network. Expect to dive deep into complex technical challenges, translating intricate systems into elegant, user-centric solutions.

About the team
CS NS is reinventing the customer service operating model by working backwards from the customer journey. We own the end-to-end design, orchestration, and observability of Amazon's customer service network, delivering cost-efficient, reliable, consistent, and high-quality customer journeys across every touchpoint. Our mission is built on four pillars: Predict, Orchestrate, Observe, and Optimize. We're building AI-Native capabilities that transform how the world's largest customer service network operates, ensuring every customer interaction is seamless regardless of channel. Join us in shaping the future of customer service at Amazon scale.

Basic Qualifications

- 7 years of technical product or program management experience
- 10 years of working directly with engineering teams experience
- 5 years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

- 8 years of hands-on work managing complex technology projects experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

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.