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Amazon Corporate LLC Sr. Technical Program Manager, Sr. TPM, CS Product and Technology in Seattle, Washington

Job summaryAmazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 15 languages (and growing).The CS Product and Technology organization powers CS by developing cloud-based contact center products. Our contact center technology is used by CSAs around the world to power millions of customer conversationsThe CS Product and Technology Team is looking for a Sr. Technical Program Manager to manage large scale technology programs for customer service call center management products. This candidate will work across CS Technical Development, AWS Technical Development, CS Security, Operations, Legal, Compliance, and CS Business Verticals (e.g. Digital, Shipping and Delivery Services). Specifically, you will own and deliver technology features required to scale CS global call center management products on a cloud based infrastructure, allowing CSAs to handle customer contacts anywhere in the world.You will be part of a TPM team who understands the systems they support, who influences strategy and prioritization and uses agile software delivery methods to ensure we meet business goals. You will partner with teams of software development engineers and product managers to execute and solve the needs of customers who contact Amazon CS.A successful candidate is an Agile leader, an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and bringing out the best in others.Key job responsibilities* Keep the team organized, on track and focused on prioritization for core marketing stakeholders* Removes roadblocks to ensure the team delivers on sprint commitments* Communicates program status, progress on deliverables, and risks/issues to stakeholders* Strong communication, interpersonal and mentoring skills* Ability to analyze and think quickly and to resolve conflict/clear obstacles* Self-motivated, has the ability to deal with ambiguity, and can influence without authority* Collaborates with product managers, engineering teams and other internal stakeholders to create the best experiences for Amazon customers* 5+ years of relevant work experience in program and project management delivering large-scale complex technology solutions* Experience with Agile frameworks/techniques (Scrum, Kanban, XP, etc.)* Expertise in managing and prioritizing multiple projects and has great attention to detail* Proven ability to communicate effectively with both technical and non-technical individuals* Successful track record of coordinating between multiple project stakeholders, technical product managers, and software development teams.* Master's degree in business, engineering, or a related field.* Agile/scrum certification (CSM, A-CSM)* Proven track record of learning by quick experimentation (and sometimes failure), and then scaling* Proven track record of strong delivery of results by working both independently and collaboratively with global teams as appropriate* Ability to deal well with ambiguous/undefined problems; think abstractly; learn, adapt and innovate.* Demonstrated ability to influence across a large, multi-faceted organizationAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the

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