Sr. Technical Program Manager, Amazon Customer Service

Description

We are hiring a Senior Technical Program Manager within the Associate Experience (AE) organization to drive the delivery and execution of CSALT (Customer Service Abstraction Layer Technologies) — Amazon Customer Service's standardized GraphQL data platform that provides unified access to customer service data across the organization.

The Associate Experience organization builds the technology that empowers Amazon's customer service associates to deliver world-class support. CSALT is AE's foundational data access layer — powering a federated GraphQL gateway, schema management platform, and shared tooling that enables engineering teams across CS to access, compose, and serve customer service data consistently. Our platform handles tens of thousands of transactions per second, serves hundreds of millions of customers, and supports the full range of customer interaction experiences — from AI-driven automated resolutions to human-assisted support channels.

As CS transforms and evolves, CSALT sits at the center — enabling teams to move from siloed, business-line-specific data integrations to a unified, composable data architecture. This is a high-leverage role where your program leadership directly shapes how the entire CS organization builds and evolves its technology.

We're looking for someone who can manage the lifecycle of complex cross-functional programs, drive execution of critical platform initiatives, and establish the mechanisms that keep delivery on track across multiple teams. You will work at the intersection of platform engineering, distributed systems, and technical program management — partnering with engineering, product, and science leaders to ensure we deliver the next generation of CS data infrastructure on time and at the quality bar our customers expect.

Key job responsibilities
- Managing the lifecycle of complex cross-functional programs.
- Focus on managing a single product in a critical technology area and/or managing larger initiatives that span organizations or geographies in support of broader customer service business objectives.
- Responsible for the delivery of large and complex projects, ensuring successful execution and completion.
- Contribute to and develop OP1/OP2 narratives and take ownership of organizational goals.
- Accountable for developing and implementing overall strategy and driving teams inside and outside of the organization to deliver results.
- Define programs (including mission, vision, and tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation.

About the team
The Associate Experience (AE) organization builds the technology that empowers Amazon's customer service associates to deliver world-class support. CSALT is AE's foundational data access layer — enabling teams across CS to access, compose, and serve customer service data consistently through a federated GraphQL architecture. As CS transforms through AI-driven automation and architectural modernization, CSALT sits at the center, and this role is critical to ensuring we deliver on that transformation with excellence.

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.