Principal Technical Program Manager, Customer Engagment Technologies

$159,300 - $275,300/Yr

Amazon - Seattle, WA

Full-time - Senior

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Principal Technical Program Manager (TPM) for the Customer Engagement Technology (CET) team at Amazon will lead the design and implementation of innovative solutions that utilize Generative AI technologies to enhance customer interactions. This role is pivotal in driving projects that improve automation systems, ensuring seamless and personalized customer service experiences globally. The Principal TPM will collaborate with engineers, scientists, and product managers to resolve customer issues efficiently and will play a key role in shaping the future of automated customer engagement.

Responsibilities

• Manage the end-to-end lifecycle of complex technology projects focused on Gen AI and Automation within CET SSA, from conception through launch.
• Anticipate and address bottlenecks, provide escalation management, and make strategic trade-offs rooted in business and customer priorities.
• Develop comprehensive project plans, influence stakeholders across multiple domains, and ensure alignment with broader business goals.
• Drive innovation within the CET SSA domain, leveraging AI and machine learning to enhance customer interactions.
• Maintain constant communication with cross-functional teams and stakeholders to ensure transparency and alignment on project goals, roadmaps, and deliverables.
• Support delivery of vision and long-term planning, business requirements, and PRFAQ documents.

Requirements

• 7+ years of technical product or program management experience
• 10+ years of working directly with engineering teams experience
• 5+ years of software development experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Nice-to-haves

• 8+ years of hands-on work managing complex technology projects experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan