Technical Program Manager , Amazon Customer Service

About the role

You'll join Journey Management within Network Solutions, architecting Amazon's AI-native customer service network of the future. Our mission is to orchestrate customer and associate journeys, ensuring each person is guided to the optimal path. The Associate Journey team is building the future of work for Amazon Customer Service. We're product managers, engineers, scientists, designers, and operations partners who believe associates deserve an experience designed with the same care we put into the customer experience. We work backwards from associate needs, leverage AI/ML, and move fast to deliver capabilities that make a difference. We value bold thinking

Additional Information

Amazon Customer Service (CS) is reimagining the associate experience from the ground up. We're building a future where every associate-from their first day through their entire career-has an experience designed around them as individuals. Network Solutions is seeking a Technical Program Manager to lead program execution orchestration for the Associate Journey. You'll own how we deliver AI-native capabilities-orchestrating execution across engineering, science, product, and operations to deliver at scale. You'll manage complex, multi-team delivery across the full associate lifecycle-from pre-hire through onboarding, training, scheduling, and career progression. This is a ground-up build applying new approaches to longstanding challenges at Amazon's scale. You'll work in a high-ambiguity environment where you'll define execution paths without established playbooks. Success requires driving technical architecture decisions that impact delivery timelines, managing complex dependency chains, and ensuring what we build can be operationalized at scale. You'll drive program execution across multiple capability areas, influence senior leadership on delivery approach and resource needs, and build program mechanisms that define how we ship associate experience capabilities for years to come. Key job responsibilities - Own end-to-end program execution for Associate Journey capabilities spanning pre-hire through tenured associate experiences - Orchestrate how and when we deliver-coordinating parallel execution tracks across Engineering, Applied Science, Data Engineering, Product, Operations, and UX - Drive technical architecture decisions that impact delivery timelines, operational scalability, and system integration - Manage dependency chains across teams, organizations, and systems-identifying blockers early and unblocking teams to maintain momentum - Build program mechanisms including delivery milestones, risk registers, and status reporting that provide leadership visibility into execution health - Partner with Service Delivery Operations teams to validate implementation feasibility, rollout readiness, and operational constraints - Establish program rhythms including sprint planning, dependency reviews, and stakeholder syncs that keep distributed teams aligned - Lead coordination for AI-native product development, ensuring engineering, science, and product teams are synchronized on delivery timelines - Navigate high ambiguity-defining execution paths and delivery plans where precedent doesn't exist - Influence senior leadership on delivery approach, resource needs, and technical trade-offs that impact timelines - Drive data-driven program management through analysis of delivery velocity, execution health, and program risk indicators - Own program retrospectives and continuous improvement mechanisms that improve delivery velocity and execution quality over time - Ensure delivery milestones align with product roadmap and business commitments A day in the life Your days vary. You review delivery status across multiple workstreams and triage blockers. You run dependency reviews with engineering and science teams to align on integration timelines, API contracts, and technical handoffs. You translate ambiguous delivery challenges into clear execution plans, working through stakeholder perspectives to find the critical path. You partner with operations teams to validate rollout constraints, implementation dependencies, and operational readiness. You facilitate alignment sessions across distributed teams, escalate blockers to senior leaders, and help teams navigate trade-offs between delivery speed and quality. You balance detailed sprint planning with high-level program roadmap management. You review delivery velocity metrics and execution health indicators to identify program risks, then work with engineering and science teams to adjust plans and maintain momentum. Some days you're in API dependency details, data pipeline readiness, or deployment sequencing; other days you're crafting executive updates about program health and delivery confidence for leadership reviews. You're building from the ground up-applying fresh execution approaches to longstanding challenges and creating program mechanisms that will shape how we deliver for years to come.

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