Sr Technical Program Manager Customer Engagement Technology
Sr Technical Program Manager Customer Engagement Technology
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Job Description
At Amazon Customer Engagement Technology were constantly innovating to improve our customer experience when they reach our customer support channels . Were seeking a resultsdriven Sr. Technical Program Manager to join our team. In this role youll lead crossfunctional initiatives to enhance our customer service technologies and tools ultimately delighting our customers. to deliver on part of the vision strategy and of Customer Service Associate (CSA) facing applications and tools which are the cornerstone of our ability to deliver the experience we intend for our customers. In this role you will lead programs that obsesses over the CSA experience and building the right applications and tools to support them in the daytoday interactions with customers. You will develop worldclass products build closedloop mechanisms to inform priorities and own our technology roadmap in order to measure and improve associate experience and effectiveness worldwide. This is an exciting opportunity to build industrystandard defining products and make an impact on customer experience at Earths most customer centric company.
Key job responsibilities
Drive the endtoend delivery of complex technical programs that improve our customer service capabilities efficiency and quality.
Collaborate with Product Engineering and Operations teams to define program scope requirements and success metrics.
Develop and maintain program schedules identify dependencies and manage risks to ensure ontime delivery.
Communicate program status risks and decisions to stakeholders at all levels including senior leadership.
Analyze data to identify opportunities for improvement and measure the impact of implemented solutions.
Champion customer backward thinking and apply Amazons Leadership Principles in all aspects of your work.
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
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 KPIs/SLAs used to drive multimillion dollar businesses and reporting to senior leadership
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Key job responsibilities
Drive the endtoend delivery of complex technical programs that improve our customer service capabilities efficiency and quality.
Collaborate with Product Engineering and Operations teams to define program scope requirements and success metrics.
Develop and maintain program schedules identify dependencies and manage risks to ensure ontime delivery.
Communicate program status risks and decisions to stakeholders at all levels including senior leadership.
Analyze data to identify opportunities for improvement and measure the impact of implemented solutions.
Champion customer backward thinking and apply Amazons Leadership Principles in all aspects of your work.
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
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 KPIs/SLAs used to drive multimillion dollar businesses and reporting to senior leadership
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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