Are you excited by the idea of being part of the world's #1 Amazon Customer Service (CS) team?
Do you want to innovate using engineering, massive data, and machine learning algorithms? If your answer is yes, then Amazon's Contact Handling Experience (CHEX) team is the place for you.
We are a diverse, cross-disciplinary team of builders who are rapidly innovating in advanced user experience research, machine learning, security, and distributed systems to help customers solve problems faster, more easily, and in their preferred way of interacting with Amazon. The systems we own form the core of Amazon's CS infrastructure. We integrate with teams across Amazon's entire business and are the experts in using technology to create exceptional service experiences for customers.
Our team is seeking a Principal Technical Program Manager (TPM) to manage large, cross-functional programs that support CS Operations worldwide. In this role, you will be responsible for driving large cross-team projects that span multiple technology and operational teams.
As a Principal TPM, you will anticipate bottlenecks, escalate effectively, make trade-offs, and balance business needs against technical constraints. You will be expected to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner. Maturity, high judgment, negotiation skills, ability to influence, ability to employ scalable mechanisms, and leadership are essential to success in this role.
Key job responsibilities
- You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
- At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
- You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment.
- You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
- You will work closely with development teams and play a leadership role in product architecture and design.
- You will own communication/reportage on mission-critical projects, SVP/VP level goals
A day in the life
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.
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!
About the team
The Contact Handling Experience (CHEX) vision is to build tools for our CSAs to deliver Earth's most customer-centric service. We will accomplish this by redefining the CSA experience through understanding CSAs and the job they do. We use this understanding to develop unique products that safely support CSAs in their work.
We partner with the larger CS organization by driving Security, Operational Excellence, raising the bar on User Experience, and owning a set of assets that enable the building of Customer Relationship Management (CRM) functionality to serve our CS customers. Our organization defines the strategy for the contact handling experience across all Customer Service verticals and subsidiary companies, such as Audible.
We own the development of solutions for Consumer services and provide guidance for other verticals to build within our framework. Our work scales to support service in 52 countries and 25 languages. These solutions cover all contact methods: Phone, Email, and Chat.
