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Principal Technical Program Manager, Amazon Customer Service

Principal Technical Program Manager, Amazon Customer Service

Amazon

Seattle, WA • On-site

Full-time

Posted 2 days ago

Amazon rating

7.4

Company rating: 7.4 out of 10

Based on 6,870 frontline employees who took The Breakroom Quiz

6th of 39 rated national retailers

Job description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience - across all of our CS channels - in every interaction.
Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network. Amazon Connect is the cloud-based, AI-powered contact center service that underpins our voice, chat, and messaging channels - and CS is one of its largest and most complex customers

As Connect's capabilities rapidly evolve, CS needs a strategic technical leader to shape how we leverage this service to deliver exceptional customer experiences at global scale.
We are seeking a Principal Technical Program Manager to own the strategic relationship between Amazon Customer Service and Amazon Connect. This leader will define our adoption strategy, identify and prioritize feature requests that unlock value for CS, and partner directly with Connect product and engineering teams to influence their roadmap on our behalf. You will evaluate which Connect capabilities we adopt, which we build around, and how we sequence platform investments to maximize customer impact while managing technical complexity

This role requires a rare combination of deep technical fluency, strategic thinking, and the ability to influence without authority across organizational boundaries.
Key job responsibilities
- Define and own the long-term strategy for how Amazon Customer Service leverages Amazon Connect across voice, chat, and messaging channels
- Serve as the primary strategic interface between CS and Connect, building strong partnerships with Connect product and engineering leadership
- Identify, prioritize, and advocate for CS feature requests with Connect, ensuring our needs are represented in their product roadmap
- Evaluate new and existing Connect capabilities to determine adoption, integration, or build-around decisions for CS
- Drive cross-functional alignment across CS engineering, operations, and product teams on service adoption sequencing and migration planning
- Manage complex technical programs spanning multiple teams and organizations, navigating dependencies and driving accountability for delivery
- Write strategic narratives and present to senior leadership to secure alignment on strategy and investment decisions
- Stay deeply informed on Connect's product roadmap and emerging capabilities, proactively identifying opportunities to improve CS customer experience
About the team
Amazon Customer Service Network Solutions is responsible for designing, planning, and operating Amazon's global customer service network. Our mission is to transform CS from a cost center into a growth driver by building intelligent systems that anticipate demand, match customers to the right experience, and continuously improve service quality. Our strategy with Amazon Connect is foundational to this mission - Connect powers the channels through which hundreds of millions of customer interactions flow each year.

What Amazon employees say

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Hours and flexibility

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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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