Amazon.com is broadly recognized as #1 in Customer Service (CS) in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Associate Engineering Technology department. Especially, we leverage conversational AI and machine learning technology to predict and resolve customer issue in self-service and automation way.
We are looking for Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This TPM role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects.
You are an ideal candidate if you have a solid track record of hiring and leading teams of software development engineers to design and deploy in an agile manner.
Key job responsibilities
- Anticipate bottlenecks, provide escalation management, and balance business needs versus technical constraints
- Make strategic trade-offs to keep programs on track while aligning with broader organizational goals
- Demonstrate excellent leadership skills with the ability to influence and drive alignment across cross-functional teams
- Apply strong technical expertise to solve complex technical problems and design robust, scalable solutions
- Lead hands-on project management, including planning, execution, and delivery of large-scale technical programs
- Combine deep technical acumen with program management discipline to deliver results in ambiguous, fast-paced environments
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
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.
Sr. Technical Program Manager, Amazon Customer Service • Toronto, Ontario, CAN
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