Principal Program Manager

7+ years of working cross functionally with tech and non-tech teams experience 7+ years of program or project management experience 7+ years of managing, analyzing and communicating results to senior leadership experience Bachelor's degree Experience implementing repeatable processes and driving automation or standardization Experience defining program requirements and using data and metrics to determine improvements Amazon is seeking a passionate, talented, and inventive individual to join the Data Solutions and Services (DS2) team within the Customer Service (CS) Organization. This role presents a unique opportunity to significantly impact our data engineering programs, enhancing how new data solutions and capabilities move from concept to launch. The Amazon Customer Support Platform processes millions of transactions daily across diverse countries and languages. The DS2 team operates at the intersection of these systems, providing valuable insights that help shape future strategies. We deliver data solutions to a wide array of internal customers, leveraging one of the world’s largest and most complex datasets. At Amazon, we prioritize data-driven decision-making, demanding timely, accurate, and actionable business intelligence. The fast-paced CS DS2 team encounters new challenges and opportunities daily. As a Principal Program Manager, you will collaborate across various tech & non-tech teams across the Customer Service Organization to drive initiatives such as launch planning and execution, while establishing mechanisms for critical data initiatives. You’ll play a pivotal role in optimizing processes and improving efficiencies across the CS Org. Key job responsibilities Oversee the program charter by spearheading initiatives focused on growth and quality improvement. Build and maintain strong relationships with key stakeholders within the Amazon Customer Service organization, including Product, Tech, Science, and Data & BI Engineering teams. Define strategies for launching and implementing key data initiatives. Lead the development of product and operational requirements in close partnership with product, engineering, and operations teams. Guide the product development lifecycle through key stages, including ideation (PRFAQ), business requirements (BRD), system design, and launch, ensuring new capabilities meet local market needs. Lead and support the preparation of key leadership updates, including Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR). Provide clear and concise updates on program status, highlighting key challenges, risks, and mitigation strategies. Identify inefficiencies and drive their elimination by creating new mechanisms or refining existing ones, ensuring processes are streamlined and ownership is appropriately delegated. A day in the life We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment. If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply! Benefits summary: Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan About the team Data Solutions and Services (DS2) team is the horizontal data organization within Amazon's Customer Service (CS) Org. As the single-threaded leaders for CS data, we are responsible for data governance, architecture, and enablement across the entire CS. Our team has developed innovative data platform capabilities , which serve as the trusted, single source of truth for CS data. We partner closely with business teams to standardize data definitions, build metrics frameworks, and drive data-driven insights that empower CS leadership and operations worldwide. Experience delivering projects within scope, time, budget and quality Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,900/year in our lowest geographic market up to $206,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.