Amazon's Customer Service is at the forefront of intelligent self-service and automation, leveraging innovative Generative AI (GenAI) technologies. The Self-Service and Automation (SSA) Science team drives the development and deployment of innovative GenAI algorithms, powering chatbots, voicebots, intelligent search, and generative customer experiences. We are looking for a Technical Program Manager (TPM) to lead high-impact initiatives in this domain.

As a TPM, you will provide leadership and structure across high-impact science workstreams, spanning algorithmic enhancements, new product feature launches, and engineering operational excellence initiatives. You will collaborate extensively with cross-functional teams of applied scientists, software developers, product managers, and organizational leaders to align priorities, manage dependencies, and ensure focus on the highest-value customer experience opportunities.

Key job responsibilities
- Own the full lifecycle planning and execution of multiple complex, concurrent AI/ML and automation programs.
- Develop comprehensive program plans, drive critical path decisions, manage risks/issues, and ensure on-time delivery.
- Coordinate across product and engineering teams to synchronize workstreams and meet commitments.
- Provide technical guidance on enhancing algorithm performance, accelerating speed-to-market, and optimizing processes.
- Handle cross-team communication, stakeholder expectations management, and organizational priority alignment.
- Instill structured execution processes within autonomous agile teams across rapidly evolving technical domains.
- Perform data-driven analysis to develop strategies and guide teams towards key operational goals.

A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

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 mission of the Customer Engagement Technology (CET) team within Customer Service is to create Earth’s best customer service solutions by 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 worldwide Self-Service Automation (SSA) products based on generative AI.