Principal Technical Program Manager, Customer Service - Seattle

Salary: $177,000 - 239,400 per year
Requirements:
We are looking for someone with experience managing programs across cross-functional teams, establishing processes, and coordinating release schedules. You should bring 7+ years of technical product or program management experience. You need 10+ years of direct experience working with engineering teams. You should have a track record of delivering outcomes for large, cross-functional initiatives or projects, including communicating results to senior leadership. You need experience defining and executing program requirements. You must have strong written and verbal communication skills, with the ability to engage effectively at technical, business, and executive levels. Preferred: 8+ years of hands-on experience managing complex technology projects. Preferred: Experience developing, deploying, and managing AI products at scale. Preferred: Experience working with fast-moving, high-performing teams and delivering innovative solutions for unique business environments. Preferred: Experience influencing multiple stakeholders and leading cross-functional teams across geographies and business units. Preferred: 5+ years of software development experience. Preferred: A passion for using technology to improve peoples working lives.
Responsibilities:
We will rely on you to own end-to-end program execution for Associate Journey capabilities across pre-hire through tenured associate experiences. You will coordinate delivery across Engineering, Applied Science, Data Engineering, Product, Operations, and UX. You will help shape technical architecture decisions that affect delivery timelines, scalability, and system integration. You will manage dependency networks across teams, organizations, and systems, identifying blockers early and keeping execution moving. You will create program mechanisms such as delivery milestones, risk logs, and status reporting to provide leadership with visibility into execution health. You will partner with Service Delivery Operations teams to assess implementation feasibility, launch readiness, and operational constraints. You will establish operating rhythms such as sprint planning, dependency reviews, and stakeholder syncs to keep distributed teams aligned. You will coordinate AI-native product development so engineering, science, and product teams stay aligned on timelines. You will define execution paths and delivery plans in a highly ambiguous environment where there is no established playbook. You will influence senior leadership on delivery strategy, resource requirements, and technical trade-offs. You will use data to manage programs by analyzing delivery velocity, execution health, and risk signals. You will own retrospectives and continuous improvement practices that raise delivery speed and execution quality over time. You will ensure delivery milestones stay aligned with the product roadmap and business commitments.
Technologies:
AI Network UX UI Design API Support
More:
We are part of Amazon Customer Service and are reimagining the associate experience from the ground up. You will join Journey Management within Network Solutions, where we are building Amazons AI-native customer service network of the future and shaping the future of work for Amazon Customer Service. Our Associate Journey team brings together product managers, engineers, scientists, designers, and operations partners to design experiences for associates with the same care we apply to customer experience. We work backwards from associate needs, use AI/ML, and move quickly to deliver meaningful capabilities. We value bold thinking, data-driven decisions, bias for action, and earning trust through delivery. This role is based in Seattle, Washington, and we offer comprehensive benefits including health coverage, 401(k) matching, paid time off, parental leave, sign-on payments, and RSUs, with a base salary range of 177,000 to 239,400 USD annually.
last updated 29 week of 2026