Amazon

Description

The Data Intelligence team is a new function within Amazon Customer Service. We own the end-to-end process of defining, building, implementing, and maintaining foundational data & AI infrastructure and applications that enable secure, observable, and high-quality customer service experiences at scale. Our team builds AI Agent systems and privacy-by-default architectures to transform customer service experiences.

As a Sr. Technical Program Manager (TPM), you will accelerate the evolution of data capabilities as a strategic asset within Amazon Customer Service globally, translating complex business requirements and customer needs into scalable technology solutions across organizations. Leading high-impact technology programs, you'll collaborate with cross-functional teams (e.g., engineering, scientists, product management) to define technical architecture, align system priorities, and design solutions that deliver measurable business value while combining strategic vision with hands-on technical acumen. Operating with significant autonomy, you'll solve complex data engineering challenges with efficient solutions that optimize operations and system quality, working across product, engineering, and business teams to drive architectural decisions.

The ideal candidate brings strong business judgment, architectural design expertise, excellent documentation skills, and deep experience with the modern data stack and distributed systems. You care deeply about customers and work well in a fast-paced setting, handling many projects at once and using your skills to create effective solutions. You can think big picture while still getting hands-on with the work, helping you solve complex problems and staying focused on making things better for customers.

Key job responsibilities

Technical Program Strategy and Delivery:

• Drive critical cross-functional infrastructure builds with broad organizational impact and clear customer benefit.
• Define comprehensive technical requirements that address significantly complex problems while delivering long-term solutions for our customers.
• Operate with high autonomy in managing technical programs that have substantial business, engineering, and customer experience implications.

Leadership and Influence:

• Build and maintain strong relationships across organizational boundaries, consistently advocating for customer needs in technical decisions and representing complex trade-offs clearly to senior leadership.
• Transform ambiguous business and customer needs into actionable technical requirements through effective stakeholder engagement.
• Foster an inclusive culture where diverse perspectives are heard and customer-focused solutions are prioritized.

Requirements Definition and Program Orchestration:

• Lead the development of technical requirements that resolve significant cross-organizational challenges while maintaining focus on customer experience.
• Negotiate priorities across competing demands, using customer insights and data to inform decisions. Manage complex dependencies and risks across multiple areas.

Strategic Impact and Innovation:

• Deliver noteworthy contributions recognized both inside and outside the organization, particularly in improving customer experience and data infrastructure build quality.
• Probe assumptions and illuminate potential pitfalls during technical planning and requirements definition, always considering customer implications.
• Align teams toward coherent infrastructure build strategies while fostering an environment of continuous improvement.

Come join a team of bright, passionate, and customer-obsessed individuals who are having fun and making an impact. We'd love to talk to you!

A day in the life

A typical day for a Sr. Technical Program Manager on the team involves balancing strategic thinking with hands-on problem-solving. They solve real-world problems by driving important and complex data initiatives while ensuring alignment with customer needs and business objectives. They dedicate time to translating complex business requirements into practical technological solutions, often addressing challenging data engineering problems.

A significant aspect of their role involves developing project plans, aligning milestones across teams, and writing comprehensive documentation. They also focus on developing and monitoring metrics, understanding end-customer requirements and pain points, and reporting on the status of efforts.

By the end of the day, they have typically resolved complex technical issues, advanced important data projects, and conceived new ideas to improve how Amazon utilizes data to transform the customer experience.

About the team

The Data Intelligence team is a new function within Customer Service. We own the end-to-end process of defining, building, implementing, and maintaining foundational data & AI infrastructure and applications that enable secure, observable, and high-quality customer service experiences at scale. Our team builds AI Agent systems and privacy-by-default architectures to transform customer service experiences.

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
• 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.

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, and 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually