Principal Technical Program Manager, Amazon Customer Service

Amazon • Seattle, WA

2d • $177,000 - $239,400 • Onsite

About The Position

We are seeking an Principal Technical Program Manager to build and lead a critical program intake function for Amazon Customer Service (CS). This role will establish the operational framework that ensures every change request—from new business launches to technical solutions—is properly triaged, assessed for readiness, and implemented with excellence. You will be the orchestration layer between business partners, product teams, technology organizations, and operations, ensuring we balance customer experience, technical feasibility, and operational capacity in every decision. This role requires a unique combination of technical depth, operational acumen, and strategic thinking. You will assess both human-based solutions (impacting forecasting, training, and network capacity) and technical/automated self-service solutions (requiring architectural review and integration planning). Your intake function will be the quality gate that prevents reactive firefighting and enables proactive, customer-backward solutioning.

Requirements

• 7+ years of technical product or program management experience
• 10+ 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

Nice To Haves

• 8+ years of hands-on work managing complex technology projects experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems

Responsibilities

• Design intake mechanisms for CS change requests, establish complexity scoring frameworks, and route initiatives to appropriate teams using standardized evaluation criteria
• Partner with product and business teams to invent the optimal customer service solution for each launch.
• Assess technical and operational readiness including architecture review, integration dependencies, training needs, and network capacity constraints in partnership with
• Develop comprehensive support plans with clear ownership and milestones, drive cross-functional alignment, and build mechanisms to track progress and escalate risks
• Instrument the intake process to measure cycle time and quality, identify complexity patterns to build reusable frameworks, and evolve criteria based on lessons learned

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

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed