Principal Technical Program Manager, Amazon Customer Service

Job overview

The Principal Technical Program Manager, Amazon Customer Service, is an onsite role based in Seattle, WA. Compensation is not specified in the posting, though the role supports the CS Service Design team in setting standards for customer experiences across Amazon's diverse business portfolio. This role exists to build and lead a critical program intake function that acts as an orchestration layer between business, product, and technology teams. It contributes to the company's goals by ensuring change requests are triaged, assessed for readiness, and implemented with excellence to maintain customer-obsessed product quality.

What you'll do

• Design intake mechanisms for CS change requests
• partner with product and business teams to design optimal solutions
• assess technical and operational readiness
• develop support plans with clear ownership
• instrument the intake process to measure cycle time and quality.

What we're looking for

Skills & competencies

full-time

day shift

seattle wa

amazon

technical program management

customer service

operations

strategy

intake

process improvement

onsite

no on-call

Work arrangement

• Weekend coverage required

Benefits & perks

• Health insurance, 401(k) matching, paid time off, parental leave, sign-on payments, and restricted stock units (RSUs).

Why this role

Focus on establishing a quality gate for CS change requests and balancing human-based and automated solutions.

About the employer

Amazon.com Services LLC is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.