Amazon

Principal Technical Program Manager, Amazon Customer Service

Amazon • $177K — $239K *
Seattle, WA 98115In-Person
Information Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 8+ years of technical product or program management experience
  • 8+ years of collaboration with engineering teams
  • Experience managing cross-functional programs and coordinating releases
  • Hands-on experience with complex technology projects
  • Familiarity with Customer Service technical transformations

Responsibilities

  • Design and own the multi-year QoS program, driving strategy and execution
  • Define and implement program goals aligned with organizational priorities
  • Collaborate with both technical and non-technical partners on QoS developments
  • Establish scalable governance and risk mitigation mechanisms
  • Translate complex program details into clear narratives for senior leadership
  • Build consensus and drive accountability across teams
  • Identify opportunities for simplification and automation in program execution

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching program
  • Paid time off and parental leave
  • Adoption and surrogacy reimbursement
  • Mental health support and resources
Full Job Description
A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures, and improves customer experience across all interactions.

QoS will establish consistent, scalable measurement frameworks, strengthen observability, and deliver mechanisms that turn insights into continuous improvement. It will surface key customer experience trends, defects, and gaps across all touchpoints (human-assisted, self-service, etc.) to enable faster, data-driven action at scale.

The Principal Technical Program Manager, QoS will lead a multi-year program, leading the strategy, execution, and cross-org alignment to build end-to-end CS observability, improve interaction measurement, and improve the overall CS interaction experience.

Key job responsibilities

- Design, launch and own the complex, multi-year QoS program, driving the overall strategy, working backwards plan, execution mechanisms, milestones, and cross-functional delivery required to achieve our vision.

- Define, launch, and drive program goals aligned to organizational priorities, including improving quality of service, reducing cost-to-serve, and strengthening the technical foundation.

- Collaborate with tech-and non-tech product, program, software development partners on QoS capability developments, builds and expansions.

- Establish scalable program governance, operating rhythms, dependency management, and risk mitigation mechanisms that bring together partner teams across orgs.

- Translate and represent complex requirements, program progress, risks, and strategic one-way, two-way door decisions into clear and influential narratives up to S-Team level, XBRs, OP1/2, roadmap reviews, and org wide updates.

- Be adept at building consensus through influencing, driving accountability, decision-making, and proactively resolving bottlenecks, and challenges impacting program outcomes.

- Operate autonomously with high judgment in ambiguous and undefined areas, demonstrating strong ownership, deep curiosity, and the ability to make quality decisions.

- Serve as an escalation point for cross-functional blockers and program-level decisions.

- Identify opportunities to simplify, automate, and scale program execution through data-driven mechanisms and GenAI-enabled solutions.

- Identify risks and opportunities across technical strategies, architectures, and engineering organizational structures to drive scalable, effective, and high-impact outcomes.

- Advocate relentlessly for Amazon customers by thinking big, raising the quality bar, and drive long-term solutions that improve customer experience and Quality of Service outcomes at scale.

- Develop and mentor the Technical Program Management community across the organization, fostering capability growth, knowledge sharing, and leadership development.

BASIC QUALIFICATIONS

- 8+ years of technical product or program management experience

- 8+ years of working directly with engineering teams 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

- Experience working in Customer Service technical transformation programs

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

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

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
Retail & Consumer Goods
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ
AMZN
* Ladders Estimates

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