Principal Technical Program Manager, Amazon Customer Service

Amazon is a global leader in e-commerce and cloud computing, widely recognized for its commitment to customer experience and innovation. As one of the world's largest online retailers and a pioneering tech powerhouse, Amazon continually reinvents how customers shop, communicate, and interact with technology. The company fosters a dynamic environment that emphasizes collaboration, innovation, and the delivery of high-quality services to millions worldwide. Amazon Customer Service (CS) plays a crucial role in this mission by ensuring every interaction is convenient, seamless, and satisfying for customers across multiple platforms and communication channels.

Amazon Customer Service Network Solutions is a specialized division responsible for designing, planning, and managing the world’s largest customer service network. This team focuses on enhancing operational efficiency and driving technological advancements to support Amazon’s vast network of customer interactions. Central to this effort is Amazon Connect, a cloud-based, AI-powered contact center service that operates the company's voice, chat, and messaging channels. As one of Amazon Connect's largest and most complex users, the Customer Service Network Solutions team leverages the platform to maintain superior customer support at global scale.

The Principal Technical Program Manager position within this team is a strategic leadership role that directly impacts how Amazon Customer Service utilizes Amazon Connect. This role requires a highly skilled professional with a strong blend of technical acumen, strategic vision, and program management expertise. The successful candidate will design and execute the long-term strategy for integrating Amazon Connect's capabilities into Amazon Customer Service's operations. This includes leading cross-functional teams, managing complex technical projects, and influencing the product roadmap of Amazon Connect to align with Amazon’s customer-centric vision.

The Principal Technical Program Manager will serve as the primary liaison between the Customer Service organization and Amazon Connect’s product and engineering teams. By establishing strong partnerships and fostering collaborative relationships, this leader will identify critical feature requirements, prioritize innovation opportunities, and advocate for solutions that maximize customer value. They will evaluate new and existing Connect capabilities, deciding when to adopt, customize, or develop around features in order to optimize service delivery and user experience.

In addition to managing technical program execution, this role involves navigating dependencies across many teams, building alignment and accountability, and clearly communicating complex strategies to senior leadership. The Principal Technical Program Manager will be responsible for crafting strategic narratives that secure support and drive investment decisions to advance Amazon’s customer service technology landscape.

This position requires at least 7 years of technical product or program management experience, over a decade of working directly with engineering teams, and substantial software development background. Preferred qualifications include extensive experience managing complex technical projects and the ability to build sustainable cross-functional processes.

Amazon is committed to creating an inclusive, supportive work environment that empowers employees to deliver exceptional customer outcomes. The Principal Technical Program Manager role offers an opportunity to lead impactful initiatives at the forefront of customer service technology innovation, with a competitive salary range of $177,000 to $239,400 annually, complemented by comprehensive benefits, sign-on bonuses, and restricted stock units. This role is based in Seattle, Washington, and represents a prime career opportunity to influence the future of customer support in one of the world's most renowned technology companies.