Sr. Technical Program Manager, Amazon Customer Service

Amazon • Vancouver, BC

31d • Onsite

About The Position

Amazon's Customer Central Technology (CHEX) team is seeking Senior Technical Program Managers to manage large, cross-functional programs that support Customer Service Operations worldwide. This role involves driving large cross-team projects that span multiple technology and operational teams. The Senior TPM will anticipate bottlenecks, escalate effectively, make trade-offs, and balance business needs against technical constraints. They will be expected to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them successfully and in a timely manner. Maturity, high judgment, negotiation skills, ability to influence, ability to employ scalable mechanisms, and leadership are essential for success in this role.

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

• Managing the lifecycle of complex cross-functional programs.
• Focus on managing a single product in a critical technology area and/or managing larger initiatives that span organizations or geographies in support of broader customer service business objectives.
• Responsible for the delivery of large and complex projects, ensuring successful execution and completion.
• Contribute to and develop OP1/OP2 narratives and take ownership of organizational goals.
• Accountable for developing and implementing overall strategy and driving teams inside and outside of the organization to deliver results.
• Define programs (including mission, vision, and tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation.

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