Sr Technical Program Manager Customer Engagement Technology
Sr Technical Program Manager Customer Engagement Technology
Posted on :
24-04-2025
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1 Vacancy
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Job Description
The Customer Service Knowledge team is responsible for the ground source knowledge content and policies that are used to generate accurate consistent and personalized content. CS Knowledge is the single source of truth for data that powers the frontend customer experiences across CS selfservice and humanassisted channels. We are looking for a Sr. TPM who can support the development of our systems as well as influence across organizations to ensure were making the right technological choices and delivering on behalf of customers.
We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping planning and of challenging and highimpact projects. This Sr. TPM role will be highly visible across CS. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/crossfunctional projects. The right candidate will possess a strong technical program management background and will have demonstrated experience leading medium to large projects.
Key job responsibilities
As a Technical Program Manager on the team:
You will have end to end ownership of crossfunctional projects including resource planning and project . You will also lead the definition and of strategic technical initiatives aimed at improving delivery efficiency and driving 3year action plan tech discussions.
At the heart of this role is delivery. You will be handson in driving the delivery of critical tech initiatives managing all aspects of the project such as project planning clarity of tech requirements risk management and implementation planning.
You will be a technical problem solver on the team identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment.
You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
You will work closely with development teams and play a leadership role in product architecture and design.
A day in the life
You will work closely with senior leaders across crossfunctional stakeholder teams within Amazon to drive collaboration influence project prioritization and ensure adherence to business plans in pursuit of shared objectives.
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
This role sits on the Customer Engagement Technology (CET) Team specifically within the CS Knowledge team. The teams vision is a world where customer and associatefacing CS content is always relevant accurate complete and fresh servedup in the most effective way across channels (e.g. CS selfservice and humanassisted channels Rufus Alexa Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance moving away from an outputdriven approach based on static content types to a trusted set of artifacts about Amazon products services and policies that are used to generate accurate consistent and personalized content in any form.
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 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133900/year in our lowest geographic market up to $231400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping planning and of challenging and highimpact projects. This Sr. TPM role will be highly visible across CS. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/crossfunctional projects. The right candidate will possess a strong technical program management background and will have demonstrated experience leading medium to large projects.
Key job responsibilities
As a Technical Program Manager on the team:
You will have end to end ownership of crossfunctional projects including resource planning and project . You will also lead the definition and of strategic technical initiatives aimed at improving delivery efficiency and driving 3year action plan tech discussions.
At the heart of this role is delivery. You will be handson in driving the delivery of critical tech initiatives managing all aspects of the project such as project planning clarity of tech requirements risk management and implementation planning.
You will be a technical problem solver on the team identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment.
You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
You will work closely with development teams and play a leadership role in product architecture and design.
A day in the life
You will work closely with senior leaders across crossfunctional stakeholder teams within Amazon to drive collaboration influence project prioritization and ensure adherence to business plans in pursuit of shared objectives.
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
This role sits on the Customer Engagement Technology (CET) Team specifically within the CS Knowledge team. The teams vision is a world where customer and associatefacing CS content is always relevant accurate complete and fresh servedup in the most effective way across channels (e.g. CS selfservice and humanassisted channels Rufus Alexa Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance moving away from an outputdriven approach based on static content types to a trusted set of artifacts about Amazon products services and policies that are used to generate accurate consistent and personalized content in any form.
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 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133900/year in our lowest geographic market up to $231400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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