Sr. Technical Program Manager, Amazon Customer Service
About The Position
Amazon Customer Service (CS) is undergoing a significant transformation, moving from manual, reactive operations to an intelligent, AI-native service experience that anticipates customer needs and continuously improves. To support this evolution, we need to ensure our cloud infrastructure investments are optimized, efficient, and aligned with our future vision. This role is crucial for optimizing AWS Service usage and budget for Amazon Customer Service, operating as a partner with Finance to achieve sustained cloud infrastructure efficiency. While Finance sets targets and provides financial analysis, this role brings the technical expertise to assess fleet efficiency, validate capacity assumptions, investigate cost drivers, and lead optimization efforts across CS's AWS infrastructure portfolio.
Requirements
- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
Nice To Haves
- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
Responsibilities
- Serve as the AWS Service usage and budget optimization subject matter expert for Amazon Customer Service, partnering jointly with Finance to ensure accountability and sustained delivery of efficiency outcomes.
- Own cross-fleet input consolidation, capacity validation, and business case articulation to ensure infrastructure plans reflect what teams are building.
- Provide technical expertise on AWS products and usage metrics, investigating Gen AI adoption, usage efficiency, and infrastructure cost drivers.
- Evaluate efficiency recommendations, coordinate with engineering teams, and drive optimization execution across CS's AWS fleet.
- Conduct technical deep dives and infrastructure analysis to provide root-cause diagnosis and usage-level context that informs financial controllership.
- Drive Weekly/Monthly Business Review coordination with fleet owners to ensure accountability for optimization commitments.
- Represent CS by engaging with peer teams across Amazon to share best practices and bring back learnings.
- Define the right mechanisms for cloud spend management and planning as CS transforms its service delivery operations.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
