Principal Program Manager, Amazon Customer Service

Are you ready to be on the frontlines of the next transformation of customer service at global scale Were seeking a Principal Program Manager to serve as Chief of Staff and Technical Advisor for CS Network Solutionsthe team reinventing how Amazon operates the worlds largest customer service network through AI-Native capabilities.

In this role youll be the strategic multiplier who drives the rhythm of business ensuring seamless execution across planning cycles communications and organizational alignment. Youll orchestrate complex ambiguous initiatives that span technology operations and product organizations translating vision into action while maintaining strategic altitude. Your responsibilities include managing cross-functional program coordination executive updates and briefings stakeholder communication and best practice sharing. Youll drive OP1/OP2 planning processes budget management and finance partnership (including integration with finance systems and clear attribution of cost) continuous improvement initiatives organizational health assessments onboarding and integration convergence and change management. This isnt a traditional program management roleits the opportunity to shape the future of customer service operations through AI-Native inventions working at the intersection of strategy technology and operational excellence to deliver breakthrough results for millions of customers daily.

Key job responsibilities
- Serve as Chief of Staff and strategic right hand to CS Network Solutions leadership driving the rhythm of business including cross-functional program coordination executive updates and briefings stakeholder communication and best practice sharing
- Own planning processes ensuring seamless execution across planning cycles while managing organizational alignment priority setting and strategic decision-making forums that keep teams synchronized on goals
- Lead budget management and finance partnership activities including integration with finance systems clear cost attribution and continuous monitoring to optimize resource allocation and investment decisions
- Orchestrate complex ambiguous initiatives spanning technology operations and product organizations translating leadership vision into actionable execution plans while maintaining strategic altitude across diverse stakeholder groups
- Drive continuous improvement initiatives and organizational health assessments identifying opportunities to enhance team effectiveness streamline processes and strengthen operational excellence
- Manage change management and convergence efforts as the organization scales AI-Native inventions ensuring smooth onboarding and integration of new team members processes and capabilities
- Facilitate high-stakes decision-making forums and executive communications preparing leadership for critical meetings synthesizing complex information into clear recommendations and ensuring follow-through on commitments
- Partner with cross-functional teams to ensure AI-Native platform development remains aligned with organizational strategy and customer needs

A day in the life
Your day begins preparing executive briefings and synthesizing overnight updates across AI-Native platform development. Morning brings leadership syncs where you facilitate strategic decisions manage follow-ups and ensure organizational alignment. Mid-day involves coordinating cross-functional stakeholders on planning budget reviews and program status updates. Afternoons often include deep-dive sessions on continuous improvement initiatives change management efforts and organizational health assessments. Youll close your day preparing communications for tomorrows executive forums ensuring the rhythm of business runs seamlessly while translating complex technical and operational challenges into clear strategic recommendations that drive breakthrough results.

About the team
CS Network Solutions is reinventing the customer service operating model by working backwards from the customer journey. We own the end-to-end design orchestration and observability of Amazons customer service network delivering cost-efficient reliable consistent and high-quality customer journeys across every touchpoint. Our mission is built on four pillars: Predict Orchestrate Observe and Optimize. Were building AI-Native capabilities that transform how the worlds largest customer service network operates ensuring every customer interaction is seamless regardless of channel. Join us in shaping the future of customer service at Amazon scale.

- 7 years of working cross functionally with tech and non-tech teams experience
- 7 years of program or project management experience
- 7 years of managing analyzing and communicating results to senior leadership experience
- Bachelors degree
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements

- Experience delivering projects within scope time budget and quality

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.

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 WA Seattle - 137600.00 - 186200.00 USD annually