Principal Technical Program Manager, Amazon Customer Service

Are you passionate about engineering excellence, operational rigor, and driving large-scale technology transformations that directly safeguard the experience for hundreds of millions of customers? The Customer Experience Products (CXP) and Customer Service (CS) technology organization is looking for a Principal Technical Program Manager to serve as the Single Threaded Leader (STL) for Operational and Engineering Excellence (OE/EE) across our global organization.
CXP delivers world-class automated experiences across CS Home Page, CS Chatbot, CS Voicebot, Intent engines, Human-in-the-Loop systems, and emerging integrations like Alexa+. We operate at massive scale, powering millions of daily interactions across complex, AI-native platforms. As our technological complexity grows, maintaining high software availability, rapid delivery velocity, robust security postures, and flawless pipeline health is paramount.

In this role, you will hold direct responsibility for setting the strategic vision and operational mechanisms that govern engineering health across the entire CS org. You will operate as an executive peer and trusted advisor to Directors and VP leadership, influencing organizational priorities to ensure the right OE investments are funded and executed.

A successful candidate is far more than a status reporter or dashboard creator - you are an owner who dives deep into the data, translates metrics into strategic insights, drives constructive debates on trade-offs, and relentlessly follows through to achieve operational outcomes.

Key job responsibilities
- Serve as the Single-Threaded Leader (STL) for Operational and Engineering Excellence (OE/EE) across the global Customer Service and technology organizations, driving strategy and execution of engineering excellence.
- Lead regular executive technical reviews with senior directors and executive leadership, translating operational performance data into clear narratives that drive constructive debate, strategic trade-offs, and actionable decisions.
- Define and track organization-wide engineering health goals, establishing health metrics and operational benchmarks across critical domains including security posture, deployment velocity, pipeline health, automated testing, system availability, and incident reduction.
- Architect and scale governance frameworks and mechanisms across dozens of distinct partner organizations, ensuring consistent operational rigor without sacrificing innovation or speed.
- Drive accountability across cross-functional teams, tracking action items, identifying systemic risks early, and facilitating escalations when program commitments or engineering standards drift.
- Lead a distributed network of operational champions across sub-organizations to delegate execution, embed operational best practices, and deliver measurable engineering improvements at scale.
- Partner with product, software, and AI engineering leaders to integrate operational excellence and safety guardrails into high-availability distributed systems, automated customer journeys, and next-generation AI architectures.
- Bring technical depth to operational reviews by understanding complex system architecture, technical debt, and infrastructure dependencies to evaluate risk and challenge engineering trade-offs.
- Develop executive dashboards and analytical frameworks to provide real-time visibility into organization-wide engineering health, resource allocation, and operational performance trends.
- Participate as a senior voice in organizational leadership forums, serving as a trusted advisor to executive leaders on operational strategy, engineering risk management, and platform reliability.
- Mentor and develop program management talent across the broader organization, raising the bar on technical depth, leadership narrative writing, and driving organizational impact through influence.

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

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