Sr. Technical Program Manager, Amazon Customer Service

Amazon • Toronto, ON

7d • Remote

About The Position

Amazon.com is broadly recognized as #1 in Customer Service (CS) in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Associate Engineering Technology department. Especially, we leverage conversational AI and machine learning technology to predict and resolve customer issue in self-service and automation way. We are looking for Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This TPM role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects. As a TPM, you will anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints. The Sr, TPM role requires excellent leadership skills, strong technical expertise and hands-on project management skills. Along with demonstrable tech chops — you should be able to solve complex technical problems and design robust, scalable solutions. You are an ideal candidate if you have a solid track record of hiring and leading teams of software development engineers to design and deploy in an agile manner.

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
• 5+ years of technical program management working directly with software engineering teams 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

• Own the scoping, planning, and execution for challenging and high impact projects.
• Partner with and influence the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects.
• Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints.
• Solve complex technical problems and design robust, scalable solutions.
• Hire and lead teams of software development engineers to design and deploy in an agile manner.

Benefits

• health insurance (medical, dental, vision, prescription, basic life & AD&D insurance)
• Registered Retirement Savings Plan (RRSP)
• Deferred Profit Sharing Plan (DPSP)
• paid time off
• other resources to improve health and well-being

What This Job Offers

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