Principal, Technical Program Manager , Amazon Customer Service

Amazon is a global technology giant known for its innovation, customer-centric approach, and expansive range of products and services. Among its many ventures, Amazon Customer Service (CS) is dedicated to reimagining the associate experience from the ground up. This unit strives to create a future where every associate, from their very first day through their entire career, enjoys a personalized experience tailored to their unique needs and preferences. By integrating cutting-edge AI technology and emphasizing thoughtful design, Amazon is redefining the workflow and environment for its associates to ensure enhanced job satisfaction, productivity, and growth opportunities.

Network Solutions, a key part of Amazon's infrastructure, is currently seeking a Principal Technical Program Manager to spearhead the program execution orchestration for the Associate Journey. This role is vital in delivering AI-native capabilities that span the full lifecycle of an associate's experience—from pre-hire through onboarding, training, scheduling, and career progression. This position plays an essential role in orchestrating efforts across engineering, science, product management, and operations teams to execute innovative features at scale.

The Principal Technical Program Manager will build the program from the ground up, navigating a high-ambiguity environment where established playbooks do not exist. Success in this role requires making informed decisions on technical architecture, managing complex interdependencies across multiple teams and systems, and ensuring the operational scalability of solutions. The role involves shaping how Amazon delivers associate experience capabilities now and for years to come by defining program mechanisms, milestones, and regular reviews that ensure leadership visibility into execution health.

This position requires managing parallel execution tracks across diverse teams such as engineering, applied science, data engineering, product management, operations, and user experience. The role demands strong leadership, strategic thinking, excellent communication skills, and the ability to drive data-driven program management through analyzing delivery velocity, program risk, and execution quality indicators.

Amazon offers a competitive compensation package for this role, with a base salary range of 177,000 to 239,400 USD annually, along with sign-on payments and restricted stock units (RSUs). The employment is full-time and based in Seattle, Washington. Beyond salary, Amazon provides comprehensive benefits including health insurance (medical, dental, vision, prescription), life and disability insurance options, mental health support, Flexible Spending Accounts, adoption and surrogacy reimbursements, 401(k) matching, paid time off, and parental leave.

In summary, this role with the Associate Journey team within Network Solutions represents a unique opportunity to directly influence Amazon’s workforce experience through innovative AI-powered tools and program management expertise. The team is deeply committed to shaping a future of work that prioritizes associates’ needs and leverages advanced technologies to optimize every step of their journey. Join Amazon in this pivotal role where your leadership and technical skills will help build and deliver groundbreaking solutions that transform the associate experience at scale.