Sr. Technical Program Manager , Amazon Customer Service

Amazon

Seattle, WA

JOB DETAILS
LOCATION
Seattle, WA
POSTED
30+ days ago
Description Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Experience Product (CXP) department which is part of the Amazon Customer Service (CS) Org. We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This Sr. TPM role will be highly visible across CS org. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects. Key job responsibilities - Anticipate bottlenecks, provide escalation management, make trade-offs, and balance business needs versus technical constraints - Demonstrate excellent leadership skills, strong technical expertise, and hands-on project management capabilities - Solve complex technical problems and design robust, scalable solutions - Hire and lead teams of software development engineers to design and deploy solutions in an agile manner A day in the life You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, and adhere to business plans towards shared objectives. About the team The mission of the CXP team is to create earth's best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI. Basic Qualifications - 5+ years of technical product or program management experience - 3+ years of software development experience - 5+ years of technical program management working directly with software engineering teams 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 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually

About the Company

A

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1994
WEBSITE
http://Amazon.com/militaryroles