Sr Technical Program Manager Customer Engagement Technology
Sr Technical Program Manager Customer Engagement Technology
Posted on :
19-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
19-04-2025
Job Description
Amazon is broadly recognized as Number 1 in Customer Service in the US and abroad. We drive innovation and customer obsession into everything we do.
We build a robust architecture worldclass UX and leverage our big data to drive insights and solutions through myriad applications. We are looking for a Sr. Technical Program Manager to drive our multiyear crosscutting and businesscritical program for Verticals and Business Enablement.
You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing and resolution for Amazon Customer Service providing a seamless customer support experience and ensuring issues are resolved during the first interaction.
The right candidate will possess a strong program management background have demonstrated experience leading medium to large projects across multiple teams and have a wellrounded technical background in current ecommerce technologies. You will thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities. This means you should not only be able to develop and drive highlevel strategic initiatives but also roll up your sleeves dig in and get the job done. As a seasoned TPM you will anticipate bottlenecks provide escalation management make necessary tradeoffs and balance business needs against technical constraints. We expect your ability to take large complex projects break them down into manageable pieces develop functional specifications and deliver them in a successful and timely manner. You should have maturity high judgment negotiation skills the ability to influence analytical talent and leadership.
Key job responsibilities
Collect inputs from business security technical teams and other stakeholders to build program plans implement solutions and deliver desired outcomes.
Define and track goals over the short and long term with measurable outcomes and communicate program health weekly.
Work with Scientists and Engineers to build fully automated solutions using the latest GenAI technologies.
Anticipate bottlenecks remove blockers and handle business escalations with a datadriven approach; make tradeoffs and balance business needs against technical constraints.
Coordinate projects across multiple teams driving them to successful completion while building strong lasting relationships with internal and external customers.
Provide both structured and creative thinking in a dynamic evolving multiteam environment.
Communicate effectively across multiple levels of the organization including technical and nontechnical audiences.
Provide support for mentoring team building and recruiting activities.
A day in the life
Our week starts with a staff meeting where we review last weeks accomplishments set up targets for this week share good news and deepdive into our weeks roundrobin area (tech team health operational excellence etc.. Over the rest of the week you will review our roadmaps to assess risks prepare questions for the product team participate in design meetings review our program strategies meet with our multiple stakeholders to understand our customers true requirements recommend technical and business solutions send a newsletter and unblock our engineers as the savior that you are. After sprinkling in a few key 1:1s youll be ready for the weekend.
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
We are the newly formed Austin SelfService Automation team. Our mission is to delight all customers with the worlds best SelfService Automation products based on Gen AI. We serve all Customer Service verticals and all new retail businesses launched at Amazon. Our solutions empower our customers to utilize automation to resolve their issues quickly and efficiently. You will be part of our leadership team and will influence our science and engineering teams.
7 years of working directly with engineering teams experience
4 years of technical program management working directly with software engineering teams experience
3 years of software development experience
Bachelors degree in engineering computer science or equivalent
Experience in project management disciplines including scope schedule budget quality along with risk and critical path management
Experience building and evaluating systemlevel technical design
Experience managing programs across cross functional teams building processes and coordinating release schedules
7 years of technical program management working directly with software engineering teams experience
Experience owning/driving roadmap strategy and definition
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 protected veteran status 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.
We build a robust architecture worldclass UX and leverage our big data to drive insights and solutions through myriad applications. We are looking for a Sr. Technical Program Manager to drive our multiyear crosscutting and businesscritical program for Verticals and Business Enablement.
You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing and resolution for Amazon Customer Service providing a seamless customer support experience and ensuring issues are resolved during the first interaction.
The right candidate will possess a strong program management background have demonstrated experience leading medium to large projects across multiple teams and have a wellrounded technical background in current ecommerce technologies. You will thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities. This means you should not only be able to develop and drive highlevel strategic initiatives but also roll up your sleeves dig in and get the job done. As a seasoned TPM you will anticipate bottlenecks provide escalation management make necessary tradeoffs and balance business needs against technical constraints. We expect your ability to take large complex projects break them down into manageable pieces develop functional specifications and deliver them in a successful and timely manner. You should have maturity high judgment negotiation skills the ability to influence analytical talent and leadership.
Key job responsibilities
Collect inputs from business security technical teams and other stakeholders to build program plans implement solutions and deliver desired outcomes.
Define and track goals over the short and long term with measurable outcomes and communicate program health weekly.
Work with Scientists and Engineers to build fully automated solutions using the latest GenAI technologies.
Anticipate bottlenecks remove blockers and handle business escalations with a datadriven approach; make tradeoffs and balance business needs against technical constraints.
Coordinate projects across multiple teams driving them to successful completion while building strong lasting relationships with internal and external customers.
Provide both structured and creative thinking in a dynamic evolving multiteam environment.
Communicate effectively across multiple levels of the organization including technical and nontechnical audiences.
Provide support for mentoring team building and recruiting activities.
A day in the life
Our week starts with a staff meeting where we review last weeks accomplishments set up targets for this week share good news and deepdive into our weeks roundrobin area (tech team health operational excellence etc.. Over the rest of the week you will review our roadmaps to assess risks prepare questions for the product team participate in design meetings review our program strategies meet with our multiple stakeholders to understand our customers true requirements recommend technical and business solutions send a newsletter and unblock our engineers as the savior that you are. After sprinkling in a few key 1:1s youll be ready for the weekend.
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
We are the newly formed Austin SelfService Automation team. Our mission is to delight all customers with the worlds best SelfService Automation products based on Gen AI. We serve all Customer Service verticals and all new retail businesses launched at Amazon. Our solutions empower our customers to utilize automation to resolve their issues quickly and efficiently. You will be part of our leadership team and will influence our science and engineering teams.
7 years of working directly with engineering teams experience
4 years of technical program management working directly with software engineering teams experience
3 years of software development experience
Bachelors degree in engineering computer science or equivalent
Experience in project management disciplines including scope schedule budget quality along with risk and critical path management
Experience building and evaluating systemlevel technical design
Experience managing programs across cross functional teams building processes and coordinating release schedules
7 years of technical program management working directly with software engineering teams experience
Experience owning/driving roadmap strategy and definition
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 protected veteran status 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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