Principal Technical Program Manager, Amazon Customer Service

Are you passionate about engineering excellence, operational rigor, and driving large-scale technology transformations that directly safeguard the experience for hundreds of millions of customers? The Customer Experience Products (CXP) and Customer Service (CS) technology organization is looking for a Principal Technical Program Manager to serve as the Single Threaded Leader (STL) for Operational and Engineering Excellence (OE/EE) across our global organization.

CXP delivers world-class automated experiences across CS Home Page, CS Chatbot, CS Voicebot, Intent engines, Human-in-the-Loop systems, and emerging integrations like Alexa+. We operate at massive scale, powering millions of daily interactions across complex, AI-native platforms. As our technological complexity grows, maintaining high software availability, rapid delivery velocity, robust security postures, and flawless pipeline health is paramount.

In this role, you will hold direct responsibility for setting the strategic vision and operational mechanisms that govern engineering health across the entire CS org. You will operate as an executive peer and trusted advisor to Directors and VP leadership, influencing organizational priorities to ensure the right OE investments are funded and executed.

A successful candidate is far more than a status reporter or dashboard creator - you are an owner who dives deep into the data, translates metrics into strategic insights, drives constructive debates on trade-offs, and relentlessly follows through to achieve operational outcomes.

Key job responsibilities

• Serve as the Single-Threaded Leader (STL) for Operational and Engineering Excellence (OE/EE) across the global Customer Service and technology organizations, driving strategy and execution of engineering excellence.
• Lead regular executive technical reviews with senior directors and executive leadership, translating operational performance data into clear narratives that drive constructive debate, strategic trade-offs, and actionable decisions.
• Define and track organization-wide engineering health goals, establishing health metrics and operational benchmarks across critical domains including security posture, deployment velocity, pipeline health, automated testing, system availability, and incident reduction.
• Architect and scale governance frameworks and mechanisms across dozens of distinct partner organizations, ensuring consistent operational rigor without sacrificing innovation or speed.
• Drive accountability across cross-functional teams, tracking action items, identifying systemic risks early, and facilitating escalations when program commitments or engineering standards drift.
• Lead a distributed network of operational champions across sub-organizations to delegate execution, embed operational best practices, and deliver measurable engineering improvements at scale.
• Partner with product, software, and AI engineering leaders to integrate operational excellence and safety guardrails into high-availability distributed systems, automated customer journeys, and next-generation AI architectures.
• Bring technical depth to operational reviews by understanding complex system architecture, technical debt, and infrastructure dependencies to evaluate risk and challenge engineering trade-offs.
• Develop executive dashboards and analytical frameworks to provide real-time visibility into organization-wide engineering health, resource allocation, and operational performance trends.
• Participate as a senior voice in organizational leadership forums, serving as a trusted advisor to executive leaders on operational strategy, engineering risk management, and platform reliability.
• Mentor and develop program management talent across the broader organization, raising the bar on technical depth, leadership narrative writing, and driving organizational impact through influence.