Senior Technical Program Manager (TPM), Customer Engagement Technology
Amazon.com
The Amazon Customer Service (CS) organization is at the forefront of customer experience – seeking to delight our customers in every interaction they have, whether through self-serve technology and tools, or by interacting directly with our associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and we are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do. We are among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support around the clock in over 20 languages.
The CS Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates. These solutions enable seamless self-service and automation for customers while allowing associates to effectively address issues through intuitive, human-centered design.
We’re looking for a Senior Technical Program Manager to help build and shape the Concessions and Abuse prevention technology solutions for Amazon CS.
This role requires close collaboration with business owners and product managers across the organization to define strategy, requirements, and timelines, as well as leading different technical teams through design, delivery, management, and support. The role demands a very high level of deep dive and an inherent bias for action towards solving complex problems. This position involves regular communication with senior management on roadmaps, progress, risks, and change control. Cross-team coordination, project management, and executive presentation skills are essential.
In this role, you will ensure the teams are delivering the highest quality products and services predictably while meeting the technical bar. You will guide both strategy and tactical decision-making to deliver complex cross-team programs, as well as partner with program managers to help support strategic deliverables while working with engineering to support important technical efforts.
The role requires constant balance between long term product vision and addressing immediate needs, driving an incremental approach that is metrics and data-driven. You will need to communicate effectively with senior tech and non-tech leaders across organizations on a regular basis while ensuring that the teams are aligned and stakeholders are aware of key performance indicators.
Key job responsibilities
As a Technical Program Manager on the team:
- You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
- At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
- You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks, and resolving issues and constraints through consensus and sound judgment.
- You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
- You will work closely with development teams and play a leadership role in product architecture and design.
A day in the life
The Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
The Concessions and CAP Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates. For the next 3 years, the team has a strong charter and funding to modernize its technology stack and leverage Generative AI (Gen-AI) solutions to offer automation across its front-end and back-end processes.
The CS Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates. These solutions enable seamless self-service and automation for customers while allowing associates to effectively address issues through intuitive, human-centered design.
We’re looking for a Senior Technical Program Manager to help build and shape the Concessions and Abuse prevention technology solutions for Amazon CS.
This role requires close collaboration with business owners and product managers across the organization to define strategy, requirements, and timelines, as well as leading different technical teams through design, delivery, management, and support. The role demands a very high level of deep dive and an inherent bias for action towards solving complex problems. This position involves regular communication with senior management on roadmaps, progress, risks, and change control. Cross-team coordination, project management, and executive presentation skills are essential.
In this role, you will ensure the teams are delivering the highest quality products and services predictably while meeting the technical bar. You will guide both strategy and tactical decision-making to deliver complex cross-team programs, as well as partner with program managers to help support strategic deliverables while working with engineering to support important technical efforts.
The role requires constant balance between long term product vision and addressing immediate needs, driving an incremental approach that is metrics and data-driven. You will need to communicate effectively with senior tech and non-tech leaders across organizations on a regular basis while ensuring that the teams are aligned and stakeholders are aware of key performance indicators.
Key job responsibilities
As a Technical Program Manager on the team:
- You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
- At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
- You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks, and resolving issues and constraints through consensus and sound judgment.
- You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
- You will work closely with development teams and play a leadership role in product architecture and design.
A day in the life
The Concessions and Abuse Prevention Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
The Concessions and CAP Technology team enhances customer service by developing sophisticated products for both customers and customer service Associates. For the next 3 years, the team has a strong charter and funding to modernize its technology stack and leverage Generative AI (Gen-AI) solutions to offer automation across its front-end and back-end processes.
Confirm your E-mail: Send Email
All Jobs from Amazon.com