Principal Technical Program Manager, Amazon Customer Service

Are you passionate about driving large-scale technology transformations that directly impact hundreds of millions of customers? The Customer Intent Prediction (CIP) organization within Amazon Customer Service (CS) is looking for a Principal Technical Program Manager (TPM) to lead our most complex, cross-cutting strategic programs across a portfolio of AI-powered automated customer experiences. CIP delivers world-class automated experiences across CS Home Page, CS Chatbot, CS Voicebot, and emerging integrations such as Alexa+ by predicting the Intent of customers in order to serve them better when they reach out to Amazon. This involves complex science modelling, LLM based intent prediction and integration with various CS channels where customers interact with Amazon. We are executing on flagship initiatives including global product expansion, LLM-powered voice experiences across multiple geographies, human-in-the-loop augmentation for millions of automated interactions and embedding AI resolution agents into new surfaces. These initiatives span multiple organizations, involve deep technical complexity, and require a program leader who can operate at both the strategic and execution layers.

As the Principal TPM, you will own end-to-end program management of CIP's most strategically significant deliverables. You will bring technical depth, structured thinking, and strong influence skills to drive alignment across engineering, product, science, and cross-functional partners. You thrive in ambiguity, earn trust through expertise and follow-through, and have a track record of delivering large-scale, technically complex programs in fast-moving, AI-native environments.

Key job responsibilities

• Partner with product and science leaders to define the roadmap for next-generation Intent prediction capabilities including agentic resolution systems, personalization infrastructure, and multi-modal conversational experiences
• Champion a culture of rigorous AI experimentation with hypothesis-driven development, statistically sound testing, and clear go/no-go criteria grounded in customer outcome metrics
• Own end-to-end program management for CIP's highest-priority, cross-cutting initiatives including architecture modernization, global product launches, and multi-org platform programs
• Define program structure, milestones, success criteria, and delivery plans for initiatives spanning multiple teams and partner organizations
• Drive alignment across product, engineering, science, UX, and research on shared program goals, sequencing, and tradeoffs
• Identify and resolve cross-team dependencies, blockers, and risks before they impact delivery commitments
• Bring technical depth to program planning by understanding architectural constraints, system integration complexity, and engineering tradeoffs to inform realistic plans and credible risk assessments
• Lead technical deep dives on programs with significant complexity or cross-system dependencies
• Translate technical complexity into clear narratives for senior leadership and non-technical stakeholders
• Define and implement scalable program management frameworks, templates, and tooling across CIP's product and engineering organizations
• Build mechanisms to surface program risks, resource constraints, and delivery gaps early, enabling proactive course correction
• Build and maintain strong working relationships across engineering, product, science, finance, legal, and cross-functional partner organizations
• Develop analytical frameworks to evaluate program tradeoffs, resource allocation, and sequencing decisions; instrument program health metrics for real-time leadership visibility
• Participate as a senior voice in CS leadership forums and serve as a thought partner to the VP on AI and science strategy, program execution, and delivery model evolution
• Mentor and develop program management talent across CS, including building AI fluency across the TPM community

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

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
• Experience leading the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems, or experience in developing and deploying LLMs in production on GPUs, Neuron, TPU or other AI acceleration hardware

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