Principal Program Manager, Amazon Customer Service

Amazon • Seattle, WA

12d • $137,600 - $186,200 • Onsite

About The Position

Amazon's Customer Service (CS) team is a vital part of the company's mission to be "Earth's most customer-centric company." The Associate Experience (AE) organization within CS focuses on developing products that provide effortless self-service and automation solutions for customers, and enable Customer Service Associates (CSAs) to effectively resolve customer issues. This Principal Program Manager role is crucial for defining and delivering programs that have broad cross-organizational impact, focusing on the mechanisms that ensure successful feature launches for CSAs and improved customer experiences within the AE organization. The role involves setting the vision and strategy for feature intake, prioritization, and large-scale launches, and designing collaborative mechanisms for cross-functional teams (Product, Technology, Operations) to bring features from concept to launch readiness. This is a high-impact position for a strategic leader adept at navigating ambiguity, influencing senior stakeholders without direct authority, and building scalable mechanisms.

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
• MBA
• Experience owning program strategy, managing end-to-end delivery, and communicating results to senior leadership
• Experience working with, presenting to and influencing senior executives up to VP level

Responsibilities

• Define and deliver the vision, strategy, and mechanisms for feature launch readiness across the AE organization
• Design and implement scalable intake automation that eliminates manual processes and accelerates partner prioritization
• Build and own a centralized product roadmap mechanism that provides benefit tracking, status updates, and risk identification to cross-functional stakeholders
• Establish quarterly roadmap reviews and feature-specific stakeholder engagement models that align Product, Technology, and Operations leadership
• Lead change management evolution including stakeholder management frameworks, UAT processes, and incubation strategies for new feature launches
• Design and own feedback mechanisms that inform organizational prioritization and long-term roadmap strategy across cross-functional stakeholders
• Influence team priorities and business strategy through data-driven contributions, removing bottlenecks and creating scalable best practices
• Mentor and develop team members, upskilling the organization's capability to manage complex, cross-functional launches independently
• Identify and mitigate launch risks before they become roadblocks, ensuring critical initiatives maintain execution momentum
• Write strategic narratives and present to senior leadership to drive alignment on launch strategies and investment decisions

Benefits

• sign-on payments
• restricted stock units (RSUs)
• 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