Technical Program Manager, Amazon Customer Service
Amazon, San Francisco, CA, United States
Technical Program Manager, Amazon Customer Service
Amazon's mission is to be 'Earth’s most customer-centric company,' and our award-winning Customer Service (CS) team is a key part of that mission. Amazon CS is 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 Concessions team enhances CS 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.
WW Concessions, part of CS, develops and scales products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediations issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.
We are looking for a talented and experienced Technical Program Manager who is excited to lead large cross-organizational projects and initiatives. In this role, you will work hands‑on with engineering, leadership and Product Management teams to deliver results while fostering input and participation from all levels of the organization. You will work on features that directly impact millions of Amazon customers, providing direction to our businesses and guiding the design of our systems based on realistic timelines and resource constraints. Success in this role requires you to think strategically, perform deep dive analytics on existing processes, identify opportunities for improvement, define desired state solutions and work through dependencies to establish key project milestones and business requirements.
Key job responsibilities
Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
Report on status of development, quality, operations, and system performance to management.
Work closely with engineers to architect and develop the best technical design and approach.
Foster a culture of continuous engineering improvement through feedback and metrics.
Partner with diverse stakeholders to understand requirements, priorities, and processes.
Propose and implement new projects or recommend system improvements.
Have the obsession to drive a better customer experience through everything that we do here at Amazon.
Bring innovative ideas to the table every day to find better ways of accomplishing our customer objectives.
Set clear, measurable quality goals for an organization in a data‑driven way.
Basic Qualifications
5+ years of technical product or program management experience.
7+ years of experience working directly with engineering teams.
3+ years of software development experience.
5+ years of technical program management working directly with software engineering teams.
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 KPIs/SLA’s used to drive multi‑million dollar businesses and reporting to senior leadership.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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Amazon's mission is to be 'Earth’s most customer-centric company,' and our award-winning Customer Service (CS) team is a key part of that mission. Amazon CS is 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 Concessions team enhances CS 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.
WW Concessions, part of CS, develops and scales products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediations issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.
We are looking for a talented and experienced Technical Program Manager who is excited to lead large cross-organizational projects and initiatives. In this role, you will work hands‑on with engineering, leadership and Product Management teams to deliver results while fostering input and participation from all levels of the organization. You will work on features that directly impact millions of Amazon customers, providing direction to our businesses and guiding the design of our systems based on realistic timelines and resource constraints. Success in this role requires you to think strategically, perform deep dive analytics on existing processes, identify opportunities for improvement, define desired state solutions and work through dependencies to establish key project milestones and business requirements.
Key job responsibilities
Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
Report on status of development, quality, operations, and system performance to management.
Work closely with engineers to architect and develop the best technical design and approach.
Foster a culture of continuous engineering improvement through feedback and metrics.
Partner with diverse stakeholders to understand requirements, priorities, and processes.
Propose and implement new projects or recommend system improvements.
Have the obsession to drive a better customer experience through everything that we do here at Amazon.
Bring innovative ideas to the table every day to find better ways of accomplishing our customer objectives.
Set clear, measurable quality goals for an organization in a data‑driven way.
Basic Qualifications
5+ years of technical product or program management experience.
7+ years of experience working directly with engineering teams.
3+ years of software development experience.
5+ years of technical program management working directly with software engineering teams.
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 KPIs/SLA’s used to drive multi‑million dollar businesses and reporting to senior leadership.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr