Principal Technical Program Manager, Customer Engagement Technology
Amazon.com
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), Computer Vision, Machine Learning, Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.
As a Principal Technical Program Manager (TPM), you will accelerate the evolution of data capabilities as a strategic asset within Amazon Customer Service globally, translating complex business requirements and customer needs into scalable technology solutions across organizations. Leading high-impact technology programs, you'll collaborate with cross-functional teams (e.g., engineering, scientists, product management) to define technical architecture, align system priorities, and design solutions that deliver measurable business value while combining strategic vision with hands-on technical acumen. Operating with significant autonomy, you'll solve complex data engineering challenges with efficient solutions that optimize operations and system quality, working across product, engineering, and business teams to drive architectural decisions. The ideal candidate brings strong business judgment, architectural design expertise, excellent documentation skills, and deep experience with modern data stack and distributed systems.
You care deeply about customers and work well in a fast-paced setting, handling many projects at once and using your skills to create effective solutions. You can think big picture while still getting hands-on with the work, helping you solve complex problems and keep focused on making things better for customers.
Key job responsibilities
• Technical Program Strategy and Delivery: Drive critical cross-functional infrastructure builds with broad organizational impact and clear customer benefit. Define comprehensive technical requirements that address significantly complex problems while delivering long-term solutions for our customers. Operate with high autonomy in managing technical programs that have substantial business, engineering, and customer experience implications.
• Leadership and Influence: Build and maintain strong relationships across organizational boundaries, consistently advocating for customer needs in technical decisions and representing complex trade-offs clearly to senior leadership. Transform ambiguous business and customer needs into actionable technical requirements through effective stakeholder engagement. Foster an inclusive culture where diverse perspectives are heard and customer-focused solutions are prioritized.
• Requirements Definition and Program Orchestration: Lead the development of technical requirements that resolve significant cross-organizational challenges while maintaining focus on customer experience. Negotiate priorities across competing demands, using customer insights and data to inform decisions. Manage complex dependencies and risks across multiple areas.
• Strategic Impact and Innovation: Deliver noteworthy contributions recognized both inside and outside the organization, particularly in improving customer experience and data infrastructure build quality. Probe assumptions and illuminate potential pitfalls during technical planning and requirements definition, always considering customer implications. Align teams toward coherent infrastructure build strategies while fostering an environment of continuous improvement.
Come join a team of bright, passionate, and customer obsessed individuals who are having fun and making. We'd love to talk to you!
A day in the life
A typical day for a Principal Technical Program Manager in the Customer Service's Data and AI team involves balancing strategic thinking with hands-on problem-solving. They solve real-world problems by driving important and complex data initiatives while ensuring alignment with customer needs and business objectives. They dedicate time to translating complex business requirements into practical technological solutions, often addressing challenging data engineering problems. A significant aspect of their role involves developing project plans, aligning milestones across teams, writing documentation, developing and monitoring metrics, understanding end-customer requirements and pain points, and reporting on the status of efforts. By the end of the day, they have typically resolved complex technical issues, advanced important data projects, and conceived new ideas to improve how Amazon utilizes data to transform the customer experience.
About the team
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), Computer Vision, Machine Learning, Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.
As a Principal Technical Program Manager (TPM), you will accelerate the evolution of data capabilities as a strategic asset within Amazon Customer Service globally, translating complex business requirements and customer needs into scalable technology solutions across organizations. Leading high-impact technology programs, you'll collaborate with cross-functional teams (e.g., engineering, scientists, product management) to define technical architecture, align system priorities, and design solutions that deliver measurable business value while combining strategic vision with hands-on technical acumen. Operating with significant autonomy, you'll solve complex data engineering challenges with efficient solutions that optimize operations and system quality, working across product, engineering, and business teams to drive architectural decisions. The ideal candidate brings strong business judgment, architectural design expertise, excellent documentation skills, and deep experience with modern data stack and distributed systems.
You care deeply about customers and work well in a fast-paced setting, handling many projects at once and using your skills to create effective solutions. You can think big picture while still getting hands-on with the work, helping you solve complex problems and keep focused on making things better for customers.
Key job responsibilities
• Technical Program Strategy and Delivery: Drive critical cross-functional infrastructure builds with broad organizational impact and clear customer benefit. Define comprehensive technical requirements that address significantly complex problems while delivering long-term solutions for our customers. Operate with high autonomy in managing technical programs that have substantial business, engineering, and customer experience implications.
• Leadership and Influence: Build and maintain strong relationships across organizational boundaries, consistently advocating for customer needs in technical decisions and representing complex trade-offs clearly to senior leadership. Transform ambiguous business and customer needs into actionable technical requirements through effective stakeholder engagement. Foster an inclusive culture where diverse perspectives are heard and customer-focused solutions are prioritized.
• Requirements Definition and Program Orchestration: Lead the development of technical requirements that resolve significant cross-organizational challenges while maintaining focus on customer experience. Negotiate priorities across competing demands, using customer insights and data to inform decisions. Manage complex dependencies and risks across multiple areas.
• Strategic Impact and Innovation: Deliver noteworthy contributions recognized both inside and outside the organization, particularly in improving customer experience and data infrastructure build quality. Probe assumptions and illuminate potential pitfalls during technical planning and requirements definition, always considering customer implications. Align teams toward coherent infrastructure build strategies while fostering an environment of continuous improvement.
Come join a team of bright, passionate, and customer obsessed individuals who are having fun and making. We'd love to talk to you!
A day in the life
A typical day for a Principal Technical Program Manager in the Customer Service's Data and AI team involves balancing strategic thinking with hands-on problem-solving. They solve real-world problems by driving important and complex data initiatives while ensuring alignment with customer needs and business objectives. They dedicate time to translating complex business requirements into practical technological solutions, often addressing challenging data engineering problems. A significant aspect of their role involves developing project plans, aligning milestones across teams, writing documentation, developing and monitoring metrics, understanding end-customer requirements and pain points, and reporting on the status of efforts. By the end of the day, they have typically resolved complex technical issues, advanced important data projects, and conceived new ideas to improve how Amazon utilizes data to transform the customer experience.
About the team
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), Computer Vision, Machine Learning, Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.
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