Principal Technical Program Manager, Amazon Customer Service
Principal Technical Program Manager, Amazon Customer Service
Posted on :
10-05-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 159300 - 275300
Vacancy
1 Vacancy
Posted on :
10-05-2025
Job Description
The Customer Service Concessions and CAP Tech team is looking for a Principal Technical Program Manager (TPM) to help build and shape the Concessions and Abuse prevention technology solutions for Amazon Customer Service.
This role requires close collaboration with business owners and product managers across the organization to define strategy requirements and timelines as well as leading different technical teams through design delivery management and support. The role demands a very high level of deep dive and an inherent bias for action towards solving complex problems. This position involves regular communication with senior management on roadmaps progress risks and change control. Crossteam coordination project management and executive presentation skills are essential.
In this role you will ensure the teams are delivering the highest quality products and services predictably while meeting the technical bar. You will guide both strategy and tactical decisionmaking to deliver complex crossteam programs as well as partner with program managers to help support strategic deliverables while working with engineering to support important technical efforts.
The role requires constant balance between long term product vision and addressing immediate needs driving an incremental approach that is metrics and datadriven. You will need to communicate effectively with senior tech and nontech leaders across organizations on a regular basis while ensuring that the teams are aligned and stakeholders are aware of key performance indicators.
Key job responsibilities
As a Principal Technical Program Manager:
You will have end to end ownership of crossfunctional projects including resource planning and project execution. You will also lead the definition and execution 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.
You will own communication/reportage on missioncritical projects SVP/VP level goals
A day in the life
The Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates.
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!
About the team
The Concessions and CAP Technology team enhances CS by developing sophisticated products for both customers and Customer Service Associates. Over the next 3 years the team has a strong charter and funding towards modernizing its technology stack and leveraging GenAI solutions to offer automation across its frontend and backend processes.
7 years of technical product or program management experience
12 years of working directly with engineering teams experience
5 years of software development experience
Experience managing programs across cross functional teams building processes and coordinating release schedules
8 years of handson work managing complex technology projects experience
Experience managing projects across cross functional teams building sustainable processes and coordinating release schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 $159300/year in our lowest geographic market up to $275300/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.
This role requires close collaboration with business owners and product managers across the organization to define strategy requirements and timelines as well as leading different technical teams through design delivery management and support. The role demands a very high level of deep dive and an inherent bias for action towards solving complex problems. This position involves regular communication with senior management on roadmaps progress risks and change control. Crossteam coordination project management and executive presentation skills are essential.
In this role you will ensure the teams are delivering the highest quality products and services predictably while meeting the technical bar. You will guide both strategy and tactical decisionmaking to deliver complex crossteam programs as well as partner with program managers to help support strategic deliverables while working with engineering to support important technical efforts.
The role requires constant balance between long term product vision and addressing immediate needs driving an incremental approach that is metrics and datadriven. You will need to communicate effectively with senior tech and nontech leaders across organizations on a regular basis while ensuring that the teams are aligned and stakeholders are aware of key performance indicators.
Key job responsibilities
As a Principal Technical Program Manager:
You will have end to end ownership of crossfunctional projects including resource planning and project execution. You will also lead the definition and execution 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.
You will own communication/reportage on missioncritical projects SVP/VP level goals
A day in the life
The Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates.
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!
About the team
The Concessions and CAP Technology team enhances CS by developing sophisticated products for both customers and Customer Service Associates. Over the next 3 years the team has a strong charter and funding towards modernizing its technology stack and leveraging GenAI solutions to offer automation across its frontend and backend processes.
7 years of technical product or program management experience
12 years of working directly with engineering teams experience
5 years of software development experience
Experience managing programs across cross functional teams building processes and coordinating release schedules
8 years of handson work managing complex technology projects experience
Experience managing projects across cross functional teams building sustainable processes and coordinating release schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 $159300/year in our lowest geographic market up to $275300/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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