Sr. Technical Program Manager , Customer Engagement Technology
Apply NowCompany: Amazon
Location: Seattle, WA 98115
Description:
The Customer Service Knowledge team is responsible for the ground source knowledge content and policies that are used to generate accurate, consistent, and personalized content. CS Knowledge is the single source of truth for data that powers the front-end customer experiences across CS self-service and human-assisted channels. We are looking for a Sr. TPM who can support the development of our systems, as well as influence across organizations to ensure we're making the right technological choices and delivering on behalf of customers.
We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution of challenging and high-impact projects. This Sr. TPM role will be highly visible across CS. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background and will have demonstrated experience leading medium to large projects.
Key job responsibilities
As a Technical Program Manager on the team:
- You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
- At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
- You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks, and resolving issues and constraints through consensus and sound judgment.
- You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
- You will work closely with development teams and play a leadership role in product architecture and design.
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration, influence project prioritization, and ensure adherence to business plans in pursuit of shared objectives.
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
This role sits on the Customer Engagement Technology (CET) Team, specifically within the CS Knowledge team. The team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served-up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance, moving away from an output-driven approach based on static content types, to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.
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
- 5+ years of technical program management working directly with software engineering teams 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 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.
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.
We are looking for a Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution of challenging and high-impact projects. This Sr. TPM role will be highly visible across CS. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background and will have demonstrated experience leading medium to large projects.
Key job responsibilities
As a Technical Program Manager on the team:
- You will have end to end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
- At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
- You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks, and resolving issues and constraints through consensus and sound judgment.
- You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
- You will work closely with development teams and play a leadership role in product architecture and design.
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration, influence project prioritization, and ensure adherence to business plans in pursuit of shared objectives.
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
This role sits on the Customer Engagement Technology (CET) Team, specifically within the CS Knowledge team. The team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served-up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance, moving away from an output-driven approach based on static content types, to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.
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
- 5+ years of technical program management working directly with software engineering teams 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 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.
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.