Principal Program Manager, Amazon Customer Service

Amazon • Seattle, WA

1d

About The Position

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

In this role, you'll be the strategic multiplier who drives the rhythm of
business, ensuring seamless execution across planning cycles, communications,
and organizational alignment. You'll 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. You'll 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 isn't a traditional
program management role—it's 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.

Requirements

• 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
• Bachelor's degree
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining program requirements and using data and metrics to determine improvements

Nice To Haves

• Experience delivering projects within scope, time, budget and quality

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

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Principal