Sr. Technical Program Manager, Support Products & Services

Amazon•Seattle, WA

52d

About The Position

Want to shape the future of AI-powered tools in advertising? Join us as a Technical Program Manager leading initiatives in the Support Products & Services organization. As a TPM on our team, you'll be deeply embedded in the day-to-day technical execution and operational excellence of our systems. Here's what you can expect: Drive cross-functional collaboration through active participation in engineering team standups, working with a diverse group of developers, designers, and scientists to deliver impactful solutions Partner with engineers on system design reviews, architecture decisions, and operational readiness assessments for critical support infrastructure Conduct regular feedback sessions with Associates and team leads to understand pain points, gather requirements, and validate solution effectiveness Partner with release readiness initiatives to ensure: Quality assurance for new tool deployments Operational stability of existing systems Continuous improvement of tooling capabilities Smooth integration of new features into existing workflows Our team drives innovation across Amazon's advertising support ecosystem, operating at two crucial intersections. We build and maintain critical infrastructure used by thousands of Associates to serve advertisers globally, while simultaneously owning key advertiser touchpoints including the Help Panel, Contact Us experience, and AI-powered assistance features in the Advertising Console. By integrating large language models with human-centered design, we're creating intelligent solutions that enhance both Associate productivity and advertiser self-service capabilities. Working alongside engineers and scientists, we tackle complex challenges in machine learning, workflow optimization, and user experience design at scale.

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

Lead the development and enhancement of tooling systems used by Advertising Associates, focusing on improving efficiency and reducing friction in customer support workflows
Manage stakeholder communication across Associate support teams, engineering, and product teams
Drive technical requirements and implementation strategies for key projects across the entire engineering organization.
Manage the integration of AI capabilities into Associate tooling, ensuring seamless adoption and measurable improvements in case handling time
Partner with front-line Associates and team leads to gather feedback and identify opportunities for tool optimization and process improvements
Coordinate with engineering teams to prioritize and implement Associate-requested features and usability enhancements
Drive operational excellence initiatives focused on Associate productivity and tool reliability
Oversee integration points between Associate tooling and the Ads Assistant agent, ensuring data consistency and workflow optimization