Principal Technical Program Manager, Amazon Customer Service

Come build the future of Amazon Customer Service (CS) with us. Quality & Escalation's vision is to deliver exceptional customer experiences that restore customer trust through continuous inspection, innovation, and improvement. Q&E exists to provides Tier 2 support to frontline teams when the 'Andon cord' is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and leads technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries.

A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures, and improves customer experience across all interactions.

QoS will establish consistent, scalable measurement frameworks, strengthen observability, and deliver mechanisms that turn insights into continuous improvement. It will surface key customer experience trends, defects, and gaps across all touchpoints (human-assisted, self-service, etc.) to enable faster, data-driven action at scale.

The Principal Technical Program Manager, QoS will lead a multi-year program, leading the strategy, execution, and cross-org alignment to build end-to-end CS observability, improve interaction measurement, and improve the overall CS interaction experience.

Key job responsibilities

• Design, launch and own the complex, multi-year QoS program, driving the overall strategy, working backwards plan, execution mechanisms, milestones, and cross-functional delivery required to achieve our vision.
• Define, launch, and drive program goals aligned to organizational priorities, including improving quality of service, reducing cost-to-serve, and strengthening the technical foundation.
• Collaborate with tech-and non-tech product, program, software development partners on QoS capability developments, builds and expansions.
• Establish scalable program governance, operating rhythms, dependency management, and risk mitigation mechanisms that bring together partner teams across orgs.
• Translate and represent complex requirements, program progress, risks, and strategic one-way, two-way door decisions into clear and influential narratives up to S-Team level, XBRs, OP1/2, roadmap reviews, and org wide updates.
• Be adept at building consensus through influencing, driving accountability, decision-making, and proactively resolving bottlenecks, and challenges impacting program outcomes.
• Operate autonomously with high judgment in ambiguous and undefined areas, demonstrating strong ownership, deep curiosity, and the ability to make quality decisions.
• Serve as an escalation point for cross-functional blockers and program-level decisions.
• Identify opportunities to simplify, automate, and scale program execution through data-driven mechanisms and GenAI-enabled solutions.
• Identify risks and opportunities across technical strategies, architectures, and engineering organizational structures to drive scalable, effective, and high-impact outcomes.
• Advocate relentlessly for Amazon customers by thinking big, raising the quality bar, and drive long-term solutions that improve customer experience and Quality of Service outcomes at scale.
• Develop and mentor the Technical Program Management community across the organization, fostering capability growth, knowledge sharing, and leadership development.