Sr Techncial Program Manager, Customer Services Network Control Center

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 - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We're looking for a Senior Technical Program Manager who can drive delivery across this system. You'll own cross-functional execution, partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers. If you thrive at the intersection of AI systems delivery and cross-org program leadership - and want to build something that directly protects customers - this is the role.

Key job responsibilities

As a Technical Program Manager in this team, you will:

- Interact with Product Managers, other TPMs, and multiple development teams to define, design, and deliver complex product features.

- Manage all aspects of project execution and lead efficient delivery of large programs.

- Devise technical specifications and system integration plans, and demonstrate the ability to understand and discuss technical concepts, and evaluate new ideas, design, and solution choices.

- Identify bottlenecks, risks, and issues at different stages of the program. Provide escalation management, trade-offs, and mitigations, balancing the business need and technical constraints.

- Drive the technology strategy, collaborate with business and development teams across the company to analyze the cost/benefit of project selection.

- Engage with and influence cross-functional stakeholders and senior leadership; and keep everyone informed through regular reporting, status reviews, and other mechanisms.

A day in the life

A typical day might include: unblocking an engineering team waiting on a data access approval from a partner org, running game day testing across multiple teams, reviewing a design for a new agentic investigation workflow, running a cross-org sync with resolver teams to align on launch timelines, and synthesizing progress across multiple workstreams into a leadership update with clear asks. You'll context-switch between technical depth and organizational navigation - often in the same meeting. You'll also leverage AI tools in your own workflow to move faster: using agents to pull ticket data and surface patterns, generating status reports from project trackers, and drafting technical specs that you refine with engineering. The systems you're delivering use AI to eliminate defects at scale - and you'll use AI to manage the complexity of delivering them.

About the team

Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention - leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.

Basic qualifications

- 5+ years of technical product or program management 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

Preferred qualifications

- 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

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 - 148,700.00 - 201,200.00 USD annually