What are the responsibilities and job description for the Sr. Technical Program Manager, Customer Engagement Technologies position at Amazon?
Description
Amazon's Customer Engagement Technologies (CET) team is at the forefront of intelligent self-service and automation, leveraging cutting-edge GenAI technologies. We are looking for an exceptional Senior Technical Program Manager to lead the development and deployment of innovative GenAI chatbots, voicebots, intelligent search solutions, and generative touch experiences as part of our Self-Service and Automation (SSA) Science team.
As a Senior Technical Program Manager, you will bring leadership and structure to high-impact scientific workstreams, encompassing algorithmic advancements, new product feature launches, and initiatives to drive engineering operational excellence. You will collaborate extensively with cross-functional teams, including applied scientists, software developers, product managers, and organizational leaders, to align priorities, manage dependencies, and focus on delivering the highest-value customer experiences.
Key job responsibilities
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
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!
About The Team
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.
Basic Qualifications
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/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.
Company - Amazon.com Services LLC
Job ID: A2839147
Amazon's Customer Engagement Technologies (CET) team is at the forefront of intelligent self-service and automation, leveraging cutting-edge GenAI technologies. We are looking for an exceptional Senior Technical Program Manager to lead the development and deployment of innovative GenAI chatbots, voicebots, intelligent search solutions, and generative touch experiences as part of our Self-Service and Automation (SSA) Science team.
As a Senior Technical Program Manager, you will bring leadership and structure to high-impact scientific workstreams, encompassing algorithmic advancements, new product feature launches, and initiatives to drive engineering operational excellence. You will collaborate extensively with cross-functional teams, including applied scientists, software developers, product managers, and organizational leaders, to align priorities, manage dependencies, and focus on delivering the highest-value customer experiences.
Key job responsibilities
- Manage the full lifecycle planning and execution of multiple complex, concurrent self-service automation products.
- Develop comprehensive program plans, make critical path decisions, mitigate risks/issues, and ensure timely delivery.
- Collaborate across product, science, and engineering teams to synchronize workstreams and fulfill commitments.
- Provide technical guidance to enhance algorithm performance, accelerate time-to-market, and optimize processes.
- Facilitate cross-team communication, manage stakeholder expectations, and align organizational priorities.
- Establish structured execution processes within autonomous, agile teams working in rapidly evolving technical domains.
- Conduct data-driven analyses to develop strategies and guide the team in achieving key operational goals.
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
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!
About The Team
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.
Basic Qualifications
- 5 years of technical program management working directly with software engineering teams experience
- 7 years of working directly with engineering teams experience
- 3 years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- 5 years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/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.
Company - Amazon.com Services LLC
Job ID: A2839147
Salary : $133,900 - $231,400
