Amazon is broadly recognized as Number 1 in Customer Service in the US and abroad. We drive innovation and customer obsession into everything we do.
We build a robust architecture, world-class UX, and leverage our big data to drive insights and solutions through myriad applications. We are looking for a Sr. Technical Program Manager to drive our multi-year, cross-cutting, and business-critical program for Verticals and Business Enablement.
You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing and resolution for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.
The right candidate will possess a strong program management background, have demonstrated experience leading medium to large projects across multiple teams, and have a well-rounded technical background in current e-commerce technologies. You will thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. This means you should not only be able to develop and drive high-level strategic initiatives, but also roll up your sleeves, dig in, and get the job done. As a seasoned TPM, you will anticipate bottlenecks, provide escalation management, make necessary tradeoffs, and balance business needs against technical constraints. We expect your ability to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner. You should have maturity, high judgment, negotiation skills, the ability to influence, analytical talent, and leadership.
Key job responsibilities
- Collect inputs from business, security, technical teams, and other stakeholders to build program plans, implement solutions, and deliver desired outcomes.
- Define and track goals over the short and long term with measurable outcomes, and communicate program health weekly.
- Work with Scientists and Engineers to build fully automated solutions using the latest GenAI technologies.
- Anticipate bottlenecks, remove blockers, and handle business escalations with a data-driven approach; make trade-offs, and balance business needs against technical constraints.
- Coordinate projects across multiple teams, driving them to successful completion while building strong, lasting relationships with internal and external customers.
- Provide both structured and creative thinking in a dynamic, evolving, multi-team environment.
- Communicate effectively across multiple levels of the organization, including technical and non-technical audiences.
- Provide support for mentoring, team building, and recruiting activities.
A day in the life
Our week starts with a staff meeting where we review last week's accomplishments, set up targets for this week, share good news, and deep-dive into our week's round-robin area (tech, team health, operational excellence, etc.). Over the rest of the week, you will review our roadmaps to assess risks, prepare questions for the product team, participate in design meetings, review our program strategies, meet with our multiple stakeholders to understand our customers' true requirements, recommend technical and business solutions, send a newsletter, and unblock our engineers as the savior that you are. After sprinkling in a few key 1:1s, you'll be ready for the weekend.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
We are the newly formed Austin Self-Service Automation team. Our mission is to delight all customers with the world's best Self-Service Automation products based on Gen AI. We serve all Customer Service verticals and all new retail businesses launched at Amazon. Our solutions empower our customers to utilize automation to resolve their issues quickly and efficiently. You will be part of our leadership team and will influence our science and engineering teams.
