Principal Technical Program Manager, Amazon Customer Service

Amazon is a global leader in e-commerce and technology, renowned for its customer-centric approach and innovative solutions that have revolutionized online shopping and cloud computing. With a vast workforce spanning numerous countries, Amazon continuously strives to enhance the customer experience, employing cutting-edge technologies and comprehensive service frameworks. One of Amazon's pivotal divisions is its Customer Service (CS) sector, where Quality & Escalations (Q&E) plays a critical role in maintaining and elevating service standards. The Q&E team supports frontline CS operations by addressing escalations and improving the overall quality of service through data-driven insights, root cause analysis, and technological enhancements. This team operates across a global network of over 6,000 Amazonians in more than 30 countries, emphasizing innovation, continuous improvement, and customer trust restoration.

The Principal Technical Program Manager, Quality of Service (QoS) position is an opportunity to contribute significantly to Amazon's CS transformation initiatives. This role entails leading a comprehensive, multi-year program designed to revolutionize how customer service interactions are observed, measured, and enhanced across all platforms including human-assisted and self-service channels. The Principal TPM will spearhead the strategy and execution of the QoS program, developing scalable measurement frameworks, improving service observability, and driving continuous improvements that yield measurable benefits for customers and the company alike. Key responsibilities include collaborating with diverse technology and product teams, managing cross-functional dependencies, and advocating for customer-focused solutions that raise the quality bar.

Working within Amazon's dynamic and fast-paced environment, the successful candidate will demonstrate high judgment and autonomy while navigating ambiguous and complex scenarios. The role demands strong leadership skills to build consensus, drive accountability, and resolve challenges that could impact program outcomes. Additionally, the Principal TPM will be tasked with fostering growth within the technical program management community by mentoring peers and developing leadership capabilities organization-wide.

This full-time position is based in Seattle, Washington, offering a competitive salary range from $177,000 to $239,400 annually, along with a comprehensive benefits package. Amazon's inclusive culture encourages innovation and supports employees with diverse backgrounds, ensuring equitable opportunities for all who contribute to the company's mission of customer obsession and operational excellence. Candidates passionate about customer experience, program management, and technology-driven solutions will find this role a rewarding career opportunity to shape the future of customer service at one of the most innovative companies in the world.