Senior Technical Program Manager, Amazon Customer Service
DESCRIPTION
Amazon is looking for a motivated individual with strong analytical skills and practical experience to manage the technical program for the next generation of transporter support software systems. The Shipping & Delivery Support (SDS) Tech team builds solutions leveraging machine learning (ML), large-language models (LLMs), and generative artificial intelligence (genAI) to provide transporters, delivering packages to customers on behalf of Amazon, with best-in-class support when they need it.
In this role, you will regularly interact with senior leadership and work with multiple teams to define product strategy, develop the product development roadmap, align with technology dependencies, and oversee execution. You will be responsible for the end-to-end ownership of multiple technology deliverables, including setting the technical vision for developing our systems to serve Amazon's needs. You will build a consistent project management framework and excellent development processes to deliver high quality software, in rapid iterations, for business partners in multiple geographies. You’ll work in a fast-paced environment and will be required to lead not only at the strategic level, but also tactically day-to-day by diving deeply into business and technical domains. As a multi-discipline leader, the buck will stop with you - you will work alongside your organizational engineering partners.
To accomplish the above, you will need to demonstrate strong business and technical judgment that will accelerate time to market of releases, while incrementally moving our services towards the long-term vision. You will be representing the technical organization and evangelize the work to senior leadership. You should be somebody who enjoys working on complex system software, is customer-centric, and passionate about building good software as well as making that software achieve its operational goals. Experience with building and operating web-based applications and/or web services-based applications, especially at massive scale, will be very applicable and helpful. You should show thought leadership, and communicate well to different audiences.
Key job responsibilities
- Work with engineering, product management, operations, marketing, legal, etc. to deliver the programs and projects, globally
- Manage complex cross team programs from ideation to delivery
- Create transparency and predictability with roadmaps, planning, and partner management
- Ensure goals are met on time and hitting our quality bar
- Manage delivery schedules and emergent tasks while mitigating risks, managing tradeoffs, and eliminating blockers
- Participate in architectural choices, surfacing and mitigating technical risks, driving complex integrations, retiring technical debt, and identifying opportunity to create operational efficiencies
- Drive alignment with management in operations and other tech teams
A day in the life
Day to day activities include leading and attending conference calls, writing and presenting business papers, holding one-on-one status calls with partners, completing fact-finding and feedback collection sessions, and deep diving data, feedback, and other information to propose root-cause analyses and correlating solutions.
Inclusive Team Culture
Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor.
About the team
As Earth’s most Customer Centric Company, Amazon’s Customer Service (CS) organization builds solutions that provide our customers with the best experience for fast resolutions when faced with an order issue. The SDS Tech team provides value by combining expertise in Amazon Transportation Services with the scale and support infrastructure of Amazon CS to ensure successful deliveries, gather intelligence to prevent future delivery problems, and automate resolution without requiring human intervention.
BASIC QUALIFICATIONS
- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 5+ years of technical program management working directly with software engineering teams experience
- 3+ years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
PREFERRED QUALIFICATIONS
- 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
- Experience owning, developing, driving, executing, and delivering product and technical strategic roadmaps.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.