Description
We are looking for a Principal, Technical Program Manager to serve as a strategic execution partner to the Director of Associate Experience (AE) Tech within Amazon Customer Service (CS), driving the highest-priority cross-portfolio initiatives that require coordination across multiple engineering, product, science, and operations teams.
This is an individual contributor role at the Principal level. You will operate as a force multiplier across the entire AE Tech leadership team, owning the programs that are too cross-cutting for any single product or engineering team to own, and building the mechanisms that make a multi-team, multi-domain org deliver faster and more reliably.
Key job responsibilities
- Drive cross-portfolio programs end-to-end. You will own the most complex, highest-stakes programs in the AE Tech portfolio — the ones that touch multiple engineering teams, require negotiating roadmap trade-offs across product areas, and have VP-level visibility. You define the program structure, identify dependencies before they become blockers, sequence workstreams, and own the mechanisms (reviews, metrics, escalation paths) that keep delivery on track.
- Operate in high ambiguity. You will frequently be assigned problems before the problem is fully defined. You diagnose, structure, and frame the work — not just execute a plan someone else wrote. You will develop the recommendations that shape which problems get prioritized, how resources are allocated, and what trade-offs are made at the Director and VP level.
- Build org-wide mechanisms. AE Tech runs across six to eight product and engineering teams with interdependent roadmaps. You will design and operate the operating rhythm mechanisms — cross-team planning processes, dependency management forums, shared metrics frameworks, goal-setting structures — that keep the org aligned and moving fast. You will identify where coordination overhead is creating drag, and you will fix it.
- Own the team effectiveness agenda. You will identify and address systemic gaps in how the org operates: where handoffs break down, where planning processes create rework, where the absence of shared standards slows delivery. You will build durable solutions, not one-off fixes, and you will raise the bar for how the org plans, reviews, and ships.
- Influence technical decisions. You have sufficient technical depth to engage substantively with engineering and applied science leaders on architecture trade-offs, platform choices, and technical risk. You are not a bystander in technical conversations; you are an informed voice at the table.
- Partner at the VP and Director level. You will prepare, facilitate, and follow through on the highest-stakes leadership reviews — goal reviews, planning cycles, executive updates. You will be the person leadership turns to when they need an unbiased, clear-eyed view of program status, risks, and trade-offs across the portfolio.
About the team
Amazon’s Associate Experience Technology (AE Tech) org within CS builds the products, services, and AI systems that power how Amazon’s tens of thousands of customer service associates work every day. We own the full technology stack for contact center operations — the tools associates use to resolve customer issues, the AI copilots that assist them in real time, the workflow systems that classify millions of contacts daily, and the data infrastructure that drives quality and performance insights across Amazon’s global customer service operation.
Our portfolio spans multiple product and engineering domains: AI-assisted contact handling, contact workflow automation, driver and delivery self-service, after-contact work reduction, network simplification, and the data pipelines that connect them. We operate at scale — hundreds of millions of customer contacts annually — and our work directly drives operational cost efficiency and customer experience quality across Amazon’s largest service organization.
This is an individual contributor role at the Principal level. You will operate as a force multiplier across the entire AE Tech leadership team, owning the programs that are too cross-cutting for any single product or engineering team to own, and building the mechanisms that make a multi-team, multi-domain org deliver faster and more reliably.
Key job responsibilities
- Drive cross-portfolio programs end-to-end. You will own the most complex, highest-stakes programs in the AE Tech portfolio — the ones that touch multiple engineering teams, require negotiating roadmap trade-offs across product areas, and have VP-level visibility. You define the program structure, identify dependencies before they become blockers, sequence workstreams, and own the mechanisms (reviews, metrics, escalation paths) that keep delivery on track.
- Operate in high ambiguity. You will frequently be assigned problems before the problem is fully defined. You diagnose, structure, and frame the work — not just execute a plan someone else wrote. You will develop the recommendations that shape which problems get prioritized, how resources are allocated, and what trade-offs are made at the Director and VP level.
- Build org-wide mechanisms. AE Tech runs across six to eight product and engineering teams with interdependent roadmaps. You will design and operate the operating rhythm mechanisms — cross-team planning processes, dependency management forums, shared metrics frameworks, goal-setting structures — that keep the org aligned and moving fast. You will identify where coordination overhead is creating drag, and you will fix it.
- Own the team effectiveness agenda. You will identify and address systemic gaps in how the org operates: where handoffs break down, where planning processes create rework, where the absence of shared standards slows delivery. You will build durable solutions, not one-off fixes, and you will raise the bar for how the org plans, reviews, and ships.
- Influence technical decisions. You have sufficient technical depth to engage substantively with engineering and applied science leaders on architecture trade-offs, platform choices, and technical risk. You are not a bystander in technical conversations; you are an informed voice at the table.
- Partner at the VP and Director level. You will prepare, facilitate, and follow through on the highest-stakes leadership reviews — goal reviews, planning cycles, executive updates. You will be the person leadership turns to when they need an unbiased, clear-eyed view of program status, risks, and trade-offs across the portfolio.
About the team
Amazon’s Associate Experience Technology (AE Tech) org within CS builds the products, services, and AI systems that power how Amazon’s tens of thousands of customer service associates work every day. We own the full technology stack for contact center operations — the tools associates use to resolve customer issues, the AI copilots that assist them in real time, the workflow systems that classify millions of contacts daily, and the data infrastructure that drives quality and performance insights across Amazon’s global customer service operation.
Our portfolio spans multiple product and engineering domains: AI-assisted contact handling, contact workflow automation, driver and delivery self-service, after-contact work reduction, network simplification, and the data pipelines that connect them. We operate at scale — hundreds of millions of customer contacts annually — and our work directly drives operational cost efficiency and customer experience quality across Amazon’s largest service organization.
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
