Description
Ready to shape the trajectory of applied AI and build breakthrough solutions that redefine what's possible for customers?
We are seeking an experienced AI Principal Technical Program Manager to own the end-to-end lifecycle of large-scale programs across multiple VP-organizations that transform how millions of customers experience Amazon. This role combines deep technical acumen with business strategy to drive programs that don't just meet requirements, they redefine what's possible in customer service and experience at global scale.
The Data Intelligence team is a new function within Amazon Customer Service (CS). a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities. We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agent Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and obsess over getting customer experience right, because our work succeeds only when it creates meaningful impact and improves outcomes for customers.
Key job responsibilities
- Own the Complete Program Lifecycle: You will drive cross-functional teams toward successful execution, and maintain accountability for customer outcomes and product reliability.
- Develop Program Management and Communications: You will craft clear, differentiated value propositions tailored for diverse audiences including leadership.
- Navigate Ambiguity and Drive Invention: You will identify where invention is needed, take smart risks, distinguish between one-way and two-way doors, and ensure gaps and opportunities within or between regions, architectures, and business organizations are identified and addressed.
- Build Consensus Across Functions: You will partner effectively with design, engineering, science, and other leaders to align roadmap priorities and influence cross-functional strategies.
- Develop and Mentor Technical Program Leaders: You will actively contribute to talent acquisition, participate in hiring and interview processes, and play a role in the career development of other product managers.
A day in the life
A typical day as an AI Principal Technical Program Manager, in the Data Intelligence team involves combining strategic vision with hands-on problem-solving across machine learning, generative AI, natural language processing, agentic AI, multi-agentic AI architectures, and advanced data science. You will own complex product initiatives, ensure alignment with customer needs and business objectives, and translate customer and business requirements into practical AI-driven solutions.
Working collaboratively with cross-functional teams including applied scientists, data engineers, software engineers, and business leaders, you will define program direction, evaluate technical approaches, and focus on customer impact, efficiency, and scalability.
Daily activities include reviewing customer feedback and performance data, identifying product opportunities and risks, and operating like a startup leader.
About the team
The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.
We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agentic AI Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and prioritize getting customer experience right, because our work is only successful when it meaningfully improves outcomes for customers.
We are seeking an experienced AI Principal Technical Program Manager to own the end-to-end lifecycle of large-scale programs across multiple VP-organizations that transform how millions of customers experience Amazon. This role combines deep technical acumen with business strategy to drive programs that don't just meet requirements, they redefine what's possible in customer service and experience at global scale.
The Data Intelligence team is a new function within Amazon Customer Service (CS). a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities. We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agent Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and obsess over getting customer experience right, because our work succeeds only when it creates meaningful impact and improves outcomes for customers.
Key job responsibilities
- Own the Complete Program Lifecycle: You will drive cross-functional teams toward successful execution, and maintain accountability for customer outcomes and product reliability.
- Develop Program Management and Communications: You will craft clear, differentiated value propositions tailored for diverse audiences including leadership.
- Navigate Ambiguity and Drive Invention: You will identify where invention is needed, take smart risks, distinguish between one-way and two-way doors, and ensure gaps and opportunities within or between regions, architectures, and business organizations are identified and addressed.
- Build Consensus Across Functions: You will partner effectively with design, engineering, science, and other leaders to align roadmap priorities and influence cross-functional strategies.
- Develop and Mentor Technical Program Leaders: You will actively contribute to talent acquisition, participate in hiring and interview processes, and play a role in the career development of other product managers.
A day in the life
A typical day as an AI Principal Technical Program Manager, in the Data Intelligence team involves combining strategic vision with hands-on problem-solving across machine learning, generative AI, natural language processing, agentic AI, multi-agentic AI architectures, and advanced data science. You will own complex product initiatives, ensure alignment with customer needs and business objectives, and translate customer and business requirements into practical AI-driven solutions.
Working collaboratively with cross-functional teams including applied scientists, data engineers, software engineers, and business leaders, you will define program direction, evaluate technical approaches, and focus on customer impact, efficiency, and scalability.
Daily activities include reviewing customer feedback and performance data, identifying product opportunities and risks, and operating like a startup leader.
About the team
The Data Intelligence team is a new function within Amazon Customer Service, a global, cross-functional organization of applied scientists, data scientists, economists, software engineers, data engineers, and technical product managers dedicated to advancing AI capabilities and creating meaningful impact for customers.
We build data solutions and contextual intelligence using Generative AI, Machine Learning, Natural Language Processing, Ontology, Agentic AI, Multi-Agentic AI Architectures, Reinforcement Learning, Knowledge Graphs, and Model Context Protocol. We move with urgency, build for the long term, and prioritize getting customer experience right, because our work is only successful when it meaningfully improves outcomes for customers.
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
- 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.
USA, WA, Seattle - 177,000.00 - 239,400.00 USD annually
- 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
