Senior Technical Program Manager, Amazon Customer Service

Description

Are you excited by the idea of being part of the world's #1 Amazon Customer Service (CS) team? Do you want to innovate using engineering, massive data, and machine learning algorithms? If your answer is yes, then Amazon's Customer Central Technology (CHEX) team is the place for you.

We are a diverse, cross-disciplinary team of builders who are rapidly innovating in advanced user experience research, machine learning, security, and distributed systems to help customers solve problems faster, more easily, and in their preferred way of interacting with Amazon. Customer Service Technology systems form the core of Amazon's customer service infrastructure. We integrate with teams across the entire Amazon business and are the experts in using technology to create exceptional service experiences for customers.

Key job responsibilities

• Managing the lifecycle of complex cross-functional programs.
• Focus on managing a single product in a critical technology area and/or managing larger initiatives that span organizations or geographies in support of broader customer service business objectives.
• Responsible for the delivery of large and complex projects, ensuring successful execution and completion.
• Contribute to and develop OP1/OP2 narratives and take ownership of organizational goals.
• Accountable for developing and implementing overall strategy and driving teams inside and outside of the organization to deliver results.
• Define programs (including mission, vision, and tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation.

About The Team

The Contact Handling Experience (CHEX) vision is to build tools for our CSAs to deliver Earth's most customer‑centric service. We will accomplish this by redefining the CSA experience through understanding CSAs and the job they do. We use this understanding to develop unique products that safely support CSAs in their work. We partner with the larger CS organization by driving Security, Operational Excellence, raising the bar on User Experience, and owning a set of assets that enable the building of Customer Relationship Management (CRM) functionality to serve our CS customers. Our organization defines the strategy for the contact handling experience across all Customer Service verticals and subsidiary companies, such as Audible. We own the development of solutions for Consumer services and provide guidance for other verticals to build within our framework. Our work scales to support service in 52 countries and 25 languages. These solutions cover all contact methods: Phone, Email, and Chat.

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

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

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:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan.

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 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. As a total compensation company, Amazon's package may include other elements such as sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well‑being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 128,100.00 - 214,000.00 CAD annually