Sr. Technical Program Manager, Customer Service

Position: Sr. Technical Program Manager, Amazon Customer Service
Description

The Customer Experience Improvement (CXI) Product and Tech team ensures we continue to raise the bar on customer experience across Amazon's diverse array of businesses, products, and services. We build the intelligence and automation that identifies customer experience improvement opportunities, based on customer feedback signals, and converts them into systematic corrective action at marketplace scale.

Our solutions power the full defect elimination lifecycle: ML models that detect emerging defect patterns before they compound, LLM-based investigation tools that confirm root causes without human intervention, and agentic workflows that drive resolution through the right upstream team. We operate across every marketplace and defect category - from misleading detail pages to chronic damage to expired inventory - partnering with retail, seller services, supply chain, and science to close the loop between detection and fix.

We're looking for a Technical Program Manager who can drive delivery across this system. You'll own cross-functional execution for a platform that spans multiple AI/ML work streams, coordinate with resolver teams who own the upstream fix, and build the mechanisms that scale defect elimination beyond what any single team could achieve manually. The work is technically deep (agentic AI, detection models, data pipelines), organizationally complex (10+ partner teams with competing priorities), and high-impact (hundreds of millions in prevented concessions, tens of thousands of defects eliminated annually).

If you thrive at the intersection of AI systems delivery and cross-org program leadership - and want to build something that directly protects customers - this is the role.

Key job responsibilities

As a Technical Program Manager in this team, you will:

- Interact with Product Managers, other TPMs, and multiple development teams to define, design, and deliver complex product features.

- Manage all aspects of project execution and lead efficient delivery of large programs.

- Devise technical specifications and system integration plans, and demonstrate the ability to understand and discuss technical concepts, and evaluate new ideas, design, and solution choices.

- Identify bottlenecks, risks, and issues at different stages of the program. Provide escalation management, trade-offs, and mitigations, balancing the business need and technical constraints.

- Drive the technology strategy, collaborate with business and development teams across the company to analyze the cost/benefit of project selection.

- Engage with and influence cross-functional stakeholders and senior leadership; and keep everyone informed through regular reporting, status reviews, and other mechanisms.

A day in the life

A typical day might include: unblocking an engineering team waiting on a data access approval from a partner org, reviewing a design for a new agentic investigation workflow, running a cross-org sync with resolver teams to align on launch timelines, and synthesizing progress across multiple work streams into a leadership update with clear asks. You'll context-switch between technical depth and organizational navigation - often in the same meeting.

You'll also leverage AI tools in your own workflow to move faster: using agents to pull ticket data and surface patterns, generating status reports from project trackers, and drafting technical specs that you refine with engineering. The systems you're delivering use AI to eliminate defects at scale - and you'll use AI to manage the complexity of delivering them.

Basic Qualifications

- 5+ years of technical product or program management experience

- 7+ years of working directly with engineering teams 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  (Use the "Apply for this Job" box below).  for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base…