Sr. Technical Program Manager, Customer Service

Sr. Technical Program Manager, Amazon Customer Service

Job :  |  Services LLC

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.

• 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 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.

• 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

• 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.

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 (Use the "Apply for this Job" box below)..

USA, WA, Seattle -  -  USD annually