Amazon

Principal Technical Program Manager, Amazon Customer Service

Amazon$177K — $239K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 7+ years of technical product or program management experience
  • 10+ years of experience working directly with engineering teams
  • 5+ years of software development experience
  • Proven experience in managing cross-functional programs and building processes
  • Experience with coordinating release schedules for technology projects

Responsibilities

  • Define long-term strategy for CS leveraging Amazon Connect across various channels
  • Act as the main liaison between Customer Service and Connect teams
  • Identify and prioritize CS feature requests for integration into Connect's roadmap
  • Evaluate capabilities for adoption and integration decisions
  • Drive alignment across engineering, operations, and product teams on adoption sequencing
  • Manage complex technical programs that span multiple teams and navigate dependencies
  • Prepare strategic narratives for senior leadership to align on strategy and investments

Benefits

  • Health insurance (medical, dental, vision, prescription)
  • Life and AD&D insurance, as well as supplemental life options
  • Employee Assistance Program (EAP) and mental health support
  • Flexible Spending Accounts
  • 401(k) matching
  • Paid time off and parental leave
  • Adoption and surrogacy reimbursement coverage
Full Job Description
We are seeking a Principal Technical Program Manager to own the strategic relationship between Amazon Customer Service and Amazon Connect. This leader will define our adoption strategy, identify and prioritize feature requests that unlock value for CS, and partner directly with Connect product and engineering teams to influence their roadmap on our behalf. You will evaluate which Connect capabilities we adopt, which we build around, and how we sequence platform investments to maximize customer impact while managing technical complexity. This role requires a rare combination of deep technical fluency, strategic thinking, and the ability to influence without authority across organizational boundaries.

Key job responsibilities

- Define and own the long-term strategy for how Amazon Customer Service leverages Amazon Connect across voice, chat, and messaging channels

- Serve as the primary strategic interface between CS and Connect, building strong partnerships with Connect product and engineering leadership

- Identify, prioritize, and advocate for CS feature requests with Connect, ensuring our needs are represented in their product roadmap

- Evaluate new and existing Connect capabilities to determine adoption, integration, or build-around decisions for CS

- Drive cross-functional alignment across CS engineering, operations, and product teams on service adoption sequencing and migration planning

- Manage complex technical programs spanning multiple teams and organizations, navigating dependencies and driving accountability for delivery

- Write strategic narratives and present to senior leadership to secure alignment on strategy and investment decisions

- Stay deeply informed on Connect's product roadmap and emerging capabilities, proactively identifying opportunities to improve CS customer experience

BASIC QUALIFICATIONS

- 7+ years of technical product or program management experience

- 10+ years of working directly with engineering teams experience

- 5+ years of software development experience

- Experience managing programs across cross functional teams, building processes and coordinating release schedules

PREFERRED QUALIFICATIONS

- 8+ years of hands-on work managing complex technology projects experience

- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules

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 - 177,000.00 - 239,400.00 USD annually

About Amazon

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Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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