Principal Technical Program Manager, Amazon Customer Service

DescriptionThe Amazon Customer Service (CS) organization is undergoing a significant transformation through the adoption of GenAI and AI agentic architecture, where AI partners work alongside humans to autonomously handle routine tasks, conduct rapid research, and seamlessly coordinate across previously siloed systems. To ensure this transformation is executed efficiently and securely, we will conduct a thorough inspection of existing agentic solutions across CS, define comprehensive best practices for teams to follow, and design a core agentic architecture that will serve as the foundation for all CS agentic solutions.The Leader in this role will define and drive the implementation of Generative AI solutions to enhance Software Development Engineer (SDE) productivity within CS. You will bridge the gap between CS operational needs and technical capabilities, driving innovation that addresses unique challenges in the Customer Service environment.Key job responsibilitiesDrive the identification, prioritization, and implementation of GenAI solutions that improve SDE productivity in Customer ServiceCollaborate with Customer Service leadership to understand unique operational challenges and translate them into technical requirementsPartner with engineering teams to develop fit-for-purpose GenAI solutions that address specific Customer Service needsEstablish metrics to measure the impact of GenAI solutions on SDE productivity and Customer Service outcomesLead cross-functional teams through the full product development lifecycle from concept to launchCreate and maintain program roadmaps, timelines, and documentationIdentify and mitigate risks that could impact successful implementationPresent regular updates to leadership on program status, challenges, and achievementsBasic Qualifications7+ years of technical product or program management experience10+ years of working directly with engineering teams experience5+ years of software development experienceExperience managing programs across cross functional teams, building processes and coordinating release schedulesPreferred 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 schedulesAmazon 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