Technical Program Manager, Customer Engagement Technologies

$114,500 - $197,800/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Seattle, WA

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

About the position

The Technical Program Manager for Amazon's Customer Service will lead high-impact initiatives in the Self-service and Automation (SSA) Science team, focusing on the development and deployment of Generative AI technologies. This role involves managing complex AI/ML and automation programs, collaborating with cross-functional teams, and ensuring the delivery of innovative customer service solutions.

Responsibilities

• Own the full lifecycle planning and execution of multiple complex, concurrent AI/ML and automation programs
• Develop comprehensive program plans, drive critical path decisions, manage risks/issues, and ensure on-time delivery
• Coordinate across product and engineering teams to synchronize workstreams and meet commitments
• Provide technical guidance on enhancing algorithm performance, accelerating speed-to-market, and optimizing processes
• Handle cross-team communication, stakeholder expectations management, and organizational priority alignment
• Instill structured execution processes within autonomous agile teams across rapidly evolving technical domains
• Perform data-driven analysis to develop strategies and guide the team towards key operational goals

Requirements

• 3+ years of technical product or program management experience
• 2+ years of software development experience
• 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Nice-to-haves

• 3+ years of working directly with engineering teams experience

Benefits

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