Principal Program Manager, Technical, Amazon Customer Service
Amazon.com Services LLC•4h ago
United StatesOnsite$177K–$239.4KFull-timePrincipal Level8+ yrs exp
H-1B verified · 2310 LCAs
Top focus
Program ManagerTechnical Program ManagerTechnical Product ManagerCustomer Success Manager
- Come build the future of Amazon Customer Service (CS) with us. Quality & Escalation’s vision is to deliver exceptional customer experiences that restore customer trust through continuous inspection, innovation
- improvement. Q&E exists to provides Tier 2 support to frontline teams when the ‘Andon cord’ is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and leads technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries. A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures
- improves customer experience across all interactions. QoS will establish consistent, scalable measurement frameworks, strengthen observability
- deliver mechanisms that turn insights into continuous improvement. It will surface key customer experience trends, defects
- gaps across all touchpoints (human-assisted, self-service, etc.) to enable faster, data-driven action at scale. The Principal Technical Program Manager, QoS will lead a multi-year program, leading the strategy, execution
- cross-org alignment to build end-to-end CS observability, improve interaction measurement
- improve the overall CS interaction experience. Key job responsibilities - Design, launch and own the complex, multi-year QoS program, driving the overall strategy, working backwards plan, execution mechanisms, milestones
- cross-functional delivery required to achieve our vision. - Define, launch
- drive program goals aligned to organizational priorities, including improving quality of service, reducing cost-to-serve
- strengthening the technical foundation. - Collaborate with tech-and non-tech product, program, software development partners on QoS capability developments, builds and expansions. - Establish scalable program governance, operating rhythms, dependency management
- risk mitigation mechanisms that bring together partner teams across orgs. - Translate and represent complex requirements, program progress, risks
- strategic one-way, two-way door decisions into clear and influential narratives up to S-Team level, XBRs, OP1/2, roadmap reviews
- org wide updates. - Be adept at building consensus through influencing, driving accountability, decision-making
- proactively resolving bottlenecks
- challenges impacting program outcomes. - Operate autonomously with high judgment in ambiguous and undefined areas, demonstrating strong ownership, deep curiosity
- the ability to make quality decisions. - Serve as an escalation point for cross-functional blockers and program-level decisions. - Identify opportunities to simplify, automate
- scale program execution through data-driven mechanisms and GenAI-enabled solutions. - Identify risks and opportunities across technical strategies, architectures
- engineering organizational structures to drive scalable, effective
- high-impact outcomes. - Advocate relentlessly for Amazon customers by thinking big, raising the quality bar
- drive long-term solutions that improve customer experience and Quality of Service outcomes at scale. - Develop and mentor the Technical Program Management community across the organization, fostering capability growth, knowledge sharing
- leadership development.
- 8+ years of technical product or program management experience - 8+ years of working directly with engineering teams experience - Experience managing programs across cross functional teams, building processes and coordinating release schedules
- 8+ years of hands-on work managing complex technology projects experience - Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules - Experience working in Customer Service technical transformation programs Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability
- other legally protected status. 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. 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
- 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
- parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 177,000.00 - 239,400.00 USD annually
Required skills
program managementtechnical product managementengineering collaborationcustomer servicedata-driven decision makingrisk managementprocess buildingcross-functional team management