Technical Program Manager , Amazon Customer Service

Amazon • Seattle, WA

3d • $177,000 - $239,400 • Onsite

About The Position

Amazon Customer Service (CS) is reimagining the associate experience from the ground up. We're building a future where every associate—from their first day through their entire career—has an experience designed around them as individuals. Network Solutions is seeking a Technical Program Manager to lead program execution orchestration for the Associate Journey. You'll own how we deliver AI-native capabilities—orchestrating execution across engineering, science, product, and operations to deliver at scale. You'll manage complex, multi-team delivery across the full associate lifecycle—from pre-hire through onboarding, training, scheduling, and career progression. This is a ground-up build applying new approaches to longstanding challenges at Amazon's scale. You'll work in a high-ambiguity environment where you'll define execution paths without established playbooks. Success requires driving technical architecture decisions that impact delivery timelines, managing complex dependency chains, and ensuring what we build can be operationalized at scale. You'll drive program execution across multiple capability areas, influence senior leadership on delivery approach and resource needs, and build program mechanisms that define how we ship associate experience capabilities for years to come.

Requirements

• Experience managing programs across cross functional teams, building processes and coordinating release schedules
• 7+ years of technical product or program management experience
• 10+ years of working directly with engineering teams experience
• Experience delivering results for large, cross-functional initiatives/projects, or experience communicating results to senior leadership
• Experience defining and executing program requirements
• Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)

Nice To Haves

• 8+ years of hands-on work managing complex technology projects experience
• Experience developing, deploying and managing AI products at scale
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
• Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units
• 5+ years of software development experience
• Passion for using technology to improve people's lives at work

Responsibilities

• Own end-to-end program execution for Associate Journey capabilities spanning pre-hire through tenured associate experiences
• Orchestrate how and when we deliver—coordinating parallel execution tracks across Engineering, Applied Science, Data Engineering, Product, Operations, and UX
• Drive technical architecture decisions that impact delivery timelines, operational scalability, and system integration
• Manage dependency chains across teams, organizations, and systems—identifying blockers early and unblocking teams to maintain momentum
• Build program mechanisms including delivery milestones, risk registers, and status reporting that provide leadership visibility into execution health
• Partner with Service Delivery Operations teams to validate implementation feasibility, rollout readiness, and operational constraints
• Establish program rhythms including sprint planning, dependency reviews, and stakeholder syncs that keep distributed teams aligned
• Lead coordination for AI-native product development, ensuring engineering, science, and product teams are synchronized on delivery timelines
• Navigate high ambiguity—defining execution paths and delivery plans where precedent doesn't exist
• Influence senior leadership on delivery approach, resource needs, and technical trade-offs that impact timelines
• Drive data-driven program management through analysis of delivery velocity, execution health, and program risk indicators
• Own program retrospectives and continuous improvement mechanisms that improve delivery velocity and execution quality over time
• Ensure delivery milestones align with product roadmap and business commitments

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: Senior
• Education Level: No Education Listed