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Description

Amazon.com is broadly recognized as #1 in customer service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our self-service and automation features, customer relationship management (CRM), contact center infrastructure, and various client applications. We focus on robust architecture, world-class UX, and leverage our big data to drive insights and solutions through a myriad of applications.

CET is looking for an experienced Senior Technical Program Manager (TPM) to lead a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.

Key job responsibilities

As a Sr. TPM in CET, you will take part in the program management and delivery of out next gen customer contact experience, leveraging the power of Generative AI (GenAI) and Machine Learning for automating contact flows, self service configurations. You will work cross-functionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables, managing one of the world's largest and most complex customer service organizations.

- Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.

- Manage technologies in a large distributed computing environment, and help lead fundamental changes in the industry.

- Identify and prioritize needs, be able to effectively influence up and across the organization, and be adept at synthesizing a variety of technologies and capabilities into high-quality customer experiences.

A day in the life

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

This role sits on a team within CET focused on contact flows and self service automation. We are responsible for managing every customer contact, ensuring customers are connected to a customer service associate who can solve their issue on the first contact. We ensure the operations teams can manage the configuration and setups on Connect as they scale and expand to new marketplaces. We ensures quick issue resolution on the first contact by investing in foundational technologies to capture and persist contact flow decisions and experience scores.

Basic Qualifications

- 5+ years of technical product or program management experience

- 7+ years of working directly with engineering teams 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.