Technical Program Manager , Amazon Customer Service

Description

Amazon Customer Service is reimagining the associate experience from the ground up. We're building a future where every associate—from their first day through their entire career—has an experience designed around them as individuals.
Network Solutions is seeking a Technical Program Manager to lead program execution orchestration for the Associate Journey. You'll own how we deliver AI-native capabilities—orchestrating execution across engineering, science, product, and operations to deliver at scale. You'll manage complex, multi-team delivery across the full associate lifecycle—from pre-hire through onboarding, training, scheduling, and career progression.

This is a ground-up build applying new approaches to longstanding challenges at Amazon's scale. You'll work in a high-ambiguity environment where you'll define execution paths without established playbooks. Success requires driving technical architecture decisions that impact delivery timelines, managing complex dependency chains, and ensuring what we build can be operationalized at scale.

You'll drive program execution across multiple capability areas, influence senior leadership on delivery approach and resource needs, and build program mechanisms that define how we ship associate experience capabilities for years to come.

Key job responsibilities
- Own end-to-end program execution for Associate Journey capabilities spanning pre-hire through tenured associate experiences
- Orchestrate how and when we deliver—coordinating parallel execution tracks across Engineering, Applied Science, Data Engineering, Product, Operations, and UX
- Drive technical architecture decisions that impact delivery timelines, operational scalability, and system integration
- Manage dependency chains across teams, organizations, and systems—identifying blockers early and unblocking teams to maintain momentum
- Build program mechanisms including delivery milestones, risk registers, and status reporting that provide leadership visibility into execution health
- Partner with Service Delivery Operations teams to validate implementation feasibility, rollout readiness, and operational constraints
- Establish program rhythms including sprint planning, dependency reviews, and stakeholder syncs that keep distributed teams aligned
- Lead coordination for AI-native product development, ensuring engineering, science, and product teams are synchronized on delivery timelines
- Navigate high ambiguity—defining execution paths and delivery plans where precedent doesn't exist
- Influence senior leadership on delivery approach, resource needs, and technical trade-offs that impact timelines
- Drive data-driven program management through analysis of delivery velocity, execution health, and program risk indicators
- Own program retrospectives and continuous improvement mechanisms that improve delivery velocity and execution quality over time
- Ensure delivery milestones align with product roadmap and business commitments

A day in the life
Your days vary. You review delivery status across workstreams, triage blockers, and run dependency reviews with engineering and science teams to align on integration timelines, API contracts, and handoffs. You translate ambiguous challenges into clear execution plans and partner with operations to validate rollout readiness. You facilitate alignment across distributed teams, escalate blockers, and navigate trade-offs between speed and quality. Some days you're deep in data pipeline readiness or deployment sequencing; others you're crafting executive updates on program health for leadership reviews. You're building from the ground up—applying fresh approaches to longstanding challenges and creating mechanisms that will shape how we deliver for years.

About the team
Join Associate Journey within Network Solutions, building Amazon's AI-native customer service network. We're product managers, engineers, scientists, designers, and operations partners who believe associates deserve an experience designed with the same care as the customer's. We work backwards from associate needs, leverage AI/ML, and move fast. This is Day 1—you'll shape how we deliver.

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
- Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency

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.