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Description

Amazon's Customer Service is at the forefront of intelligent self-service and automation, leveraging innovative Generative AI (GenAI) technologies. The Self-Service and Automation (SSA) Science team drives the development and deployment of innovative GenAI algorithms, powering chatbots, voicebots, intelligent search, and generative customer experiences. We are looking for a Technical Program Manager (TPM) to lead high-impact initiatives in this domain.

As a TPM, you will provide leadership and structure across high-impact science workstreams, spanning algorithmic enhancements, new product feature launches, and engineering operational excellence initiatives. You will collaborate extensively with cross-functional teams of applied scientists, software developers, product managers, and organizational leaders to align priorities, manage dependencies, and ensure focus on the highest-value customer experience opportunities.

Key job responsibilities

• Own the full lifecycle planning and execution of multiple complex, concurrent AI/ML and automation programs.

• Develop comprehensive program plans, drive critical path decisions, manage risks/issues, and ensure on-time delivery.

• Coordinate across product and engineering teams to synchronize workstreams and meet commitments.

• Provide technical guidance on enhancing algorithm performance, accelerating speed-to-market, and optimizing processes.

• Handle cross-team communication, stakeholder expectations management, and organizational priority alignment.

• Instill structured execution processes within autonomous agile teams across rapidly evolving technical domains.

• Perform data-driven analysis to develop strategies and guide teams towards key operational goals.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

The mission of the Customer Engagement Technology (CET) team within Customer Service is to create Earth’s best customer service solutions by empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver worldwide Self-Service Automation (SSA) products based on generative AI.

Basic Qualifications

• 3+ years of technical product or program management experience

• 2+ years of software development experience

• 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience

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

Preferred Qualifications

• 3+ years of working directly with engineering teams experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $197,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.