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Infographic showing various Internship Amazon Customer Service job openings in the United States as of May 2026, with employment types broken down into 2% Locum Tenens, 1% Internship, 1% As Needed, 5% Full Time, 78% Part Time, and 13% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.
Principal Tech Program Manager, Amazon Customer Service

Principal Tech Program Manager, Amazon Customer Service

Amazon

Seattle, WA

Full-time

Posted 2 days ago

Amazon rating

7.4

Company rating: 7.4 out of 10

Based on 6,817 frontline employees who took The Breakroom Quiz

7th of 39 rated national retailers

Job description

Have you ever wondered what it takes to make millions of complex global interactions feel effortless. We are looking for builders who are obsessed with the 'how' behind perfect customer experience to join the Network Planning Solutions (NS) team within Amazon Customer Service (CS). Here, you'll do more than just develop software; you'll create 'delight' by delivering exactly what our customers need, right when they need it.

If you're ready to turn complex technical hurdles into intuitive human experiences, you've found your team.
CS NS architects and orchestrates Amazon's customer service network of the future. By building AI-native solutions that continuously learn, predict and optimize, we deliver seamless customer experiences and empower associates with high-value work - driving measurable business impact at a global scale.
Key job responsibilities
- Manage the end-to-end lifecycle of complex technology products and projects (focused on Gen AI and Automation) across CS technology, from conception through launch.
- Anticipate and address bottlenecks, provide escalation management, and make strategic trade-offs rooted in business and customer priorities.
- Develop comprehensive project plans, influence stakeholders across multiple domains, and ensure alignment with broader business goals.
- Drive innovation within NS , leveraging AI and machine learning to enhance customer interactions.
- Maintain constant communication with cross-functional teams and stakeholders to ensure transparency and alignment on project goals, roadmaps, and deliverables.
- Support the delivery of the vision and long-term planning, business requirements, and PRFAQ documents.
A day in the life
Your day will be a dynamic blend of strategic planning and collaborative problem-solving. You'll work closely with engineering, science, and product teams to develop AI-native capabilities that continuously learn and optimize our customer service network

Expect to dive deep into complex technical challenges, translating intricate systems into elegant, user-centric solutions.
About the team
CS NS is reinventing the customer service operating model by working backwards from the customer journey. We own the end-to-end design, orchestration, and observability of Amazon's customer service network, delivering cost-efficient, reliable, consistent, and high-quality customer journeys across every touchpoint. Our mission is built on four pillars: Predict, Orchestrate, Observe, and Optimize

We're building AI-Native capabilities that transform how the world's largest customer service network operates, ensuring every customer interaction is seamless regardless of channel. Join us in shaping the future of customer service at Amazon scale.

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About Amazon

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Amazon.com, Inc., commonly known as Amazon, is an American multinational technology company. It was founded by Jeff Bezos in 1994 and initially started as an online marketplace for books. Since then, Amazon has expanded its operations and become one of the largest e-commerce companies in the world. Amazon's primary business is its online retail platform, where customers can purchase a vast array of products, including electronics, clothing, books, home goods, and much more. The company offers a convenient and user-friendly shopping experience, with features such as fast shipping, customer reviews, and personalized recommendations. In addition to its e-commerce platform, Amazon has diversified its business into various other areas. One of its notable ventures is Amazon Web Services (AWS), a comprehensive cloud computing platform that provides services such as storage, compute power, and database management to individuals and businesses. AWS has become a leader in the cloud computing industry, powering many websites and applications worldwide. Amazon has also developed its own consumer electronics, including the popular Amazon Kindle e-reader, Fire tablets, Fire TV streaming devices, and the Alexa-powered Echo smart speakers. The Alexa voice assistant, integrated into these devices, allows users to interact with their devices using voice commands, perform tasks, and access information. Furthermore, Amazon has expanded into media and entertainment. It operates Prime Video, a streaming service that offers a wide range of movies, TV shows, and original content. Amazon Music provides a platform for streaming and purchasing digital music, while Audible offers audiobooks and other audio content. The company's commitment to customer satisfaction and convenience is demonstrated by its membership program, Amazon Prime. Prime members receive various benefits, including free two-day shipping, access to streaming services, exclusive deals, and more.

Industry

It services, book publishers, retail, real estate and computer and electronic product manufacturing

Company size

10,000+ Employees

Headquarters location

Seattle, WA, US

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