Technical Program Manager, Amazon Customer Service

Technical Program Manager

Amazon's mission is to be 'Earth's most customer-centric company,' and our award-winning Customer Service (CS) team is a key part of that mission. Amazon CS is among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support around the clock in over 20 languages. The Concessions team enhances CS by developing sophisticated products for both customers and Customer Service Associates. These solutions enable seamless self-service and automation for customers, while allowing associates to effectively address issues through intuitive, human-centered design.WW Concessions, part of CS, develops and scale products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediations issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications. We are looking for a talented and experienced Technical Program Manager who is excited to lead large cross-organizational projects and initiatives. In this role, you will work hands-on with engineering, leadership and Product Management teams to deliver results while fostering input and participation from all levels of the organization. You work on features that directly impact millions of Amazon customers. You will have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires you to think strategically. You will perform deep dive analytics on existing processes, identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements. Join us and realize your potential for growth and development.

Key job responsibilities

• Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
• Report on status of development, quality, operations, and system performance to management.
• Work closely with engineers to architect and develop the best technical design and approach.
• Foster culture of continuous engineering improvement through feedback, and metrics.
• Partner with diverse stakeholders to understand requirements, priorities, and processes.
• Propose and implement new projects or recommend system improvements.
• Have the obsession to drive a better customer experience through everything that we do here at Amazon.
• Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives.
• Set clear, measurable quality goals for an organization in a data-driven way.

About the team

We are a high growth team.