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Description

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

The Stores Product & Technology organization powers CS by developing elegant Customer and Customer Service Associate facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers’ issues using our associate facing products powered through human centered design.

The ideal candidate would design and develop software to build and interface with machine learning models from data gathered, and to interface with Amazon’s numerous back-end systems to solve the customer's problem the first time. This candidate will work on features that directly impact millions of Amazon customers, have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires strategic thinking.

This candidate will perform deep dives on analytics as well as on existing processes. They will also identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements.

We also focus on learning, sharing, innovating and having fun at work. We have a strong family of folks working and growing together. Join us and realize your potential for growth and development.

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.

Key job responsibilities

You will drive program swim-lanes across teams and organizations to deliver customer experience improvements affecting all of amazon's B2C customers and multi-million dollar impact to the company. You would design and develop software to build and interface with machine learning (ML) models from data you gather, and to interface with Amazon’s numerous back-end systems to solve the customer's problem the first time. You will have the opportunity to work on features that directly impact millions of Amazon customers. You will also have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires you to think strategically. You will perform a deep dive on analytics as well as on existing processes. You will identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements.

A day in the life

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!

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

Basic Qualifications

- 7+ years of working directly with engineering teams experience

- 5+ years of technical product or program management experience

- 3+ years of software development experience

- 5+ years of technical program management working directly with software engineering teams experience

- 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 KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.