Amazon.com Services LLC
Technology
PrincipalTechnicalProgramManager,AmazonCustomerService
Neural analysis suggests this role is
optimal for Senior candidates.
“Principal Technical Program Manager, Amazon Customer Service at Amazon.com Services LLC. Skills: Technical program management, Customer service, Amazon Connect. Define long-term strategy. Serve as strategic interface”
What You'll Achieve.
Maximize customer impact
Industry & Context.
Root cause analysis; Troubleshooting; Analytical skills
What They're Looking For.
Must Have
7+ years technical product management, 10+ years working with engineering teams, 5+ years software development, Manage programs across cross functional teams, Build processes, Coordinate release schedules
Nice to Have
8+ years managing complex technology projects, Manage projects across cross functional teams, Build sustainable processes, Coordinate release schedules
What You'll Do.
Define long-term strategy
Serve as strategic interface
Identify feature requests
Prioritize feature requests
Advocate for feature requests
Evaluate Connect capabilities
Determine adoption decisions
Determine integration decisions
Determine build-around decisions
Drive cross-functional alignment
Manage technical programs
Navigate dependencies
Write strategic narratives
Present to senior leadership
Stay informed on roadmap
Identify opportunities
How You'll Work.
Team & Collaboration
Connect product engineering; CS engineering; Operations teams; Product teams; Senior leadership
Communication Scope
Strategic narratives; Presentations
Process & Methodology
Program management, Release schedules, Cross functional teams
Full Job Description
Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network. Amazon Connect is the cloud-based, AI-powered contact center service that underpins our voice, chat, and messaging channels — and CS is one of its largest and most complex customers. As Connect's capabilities rapidly evolve, CS needs a strategic technical leader to shape how we leverage this service to deliver exceptional customer experiences at global scale. We are seeking a Principal Technical Program Manager to own the strategic relationship between Amazon Customer Service and Amazon Connect. This leader will define our adoption strategy, identify and prioritize feature requests that unlock value for CS, and partner directly with Connect product and engineering teams to influence their roadmap on our behalf. You will evaluate which Connect capabilities we adopt, which we build around, and how we sequence platform investments to maximize customer impact while managing technical complexity. This role requires a rare combination of deep technical fluency, strategic thinking, and the ability to influence without authority across organizational boundaries. Key job responsibilities - Define and own the long-term strategy for how Amazon Customer Service leverages Amazon Connect across voice, chat, and messaging channels - Serve as the primary strategic interface between CS and Connect, building strong partnerships with Connect product and engineering leadership - Identify, prioritize, and advocate for CS feature requests with Connect, ensuring our needs are represented in their product roadmap - Evaluate ne
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