Sr. Technical Program Manager, Self-service and Automation

Amazon's Customer Service is pioneering intelligent self-service and automation through cutting-edge GenAI technologies. We are seeking an exceptional Sr. Technical Program Manager to drive the development and deployment of innovative GenAI chatbots, voicebots, intelligent search, and generative touch experiences within our Self-service and Automation (SSA) Science team.

As Sr. Technical Program Manager, you will provide leadership and structure across high-impact science workstreams spanning algorithmic enhancements, new product feature launches, and engineering operational excellence initiatives. You will collaborate extensively with cross-functional teams of applied scientists, software developers, product managers, and organizational leaders to align priorities, manage dependencies, and ensure focus on the highest value customer experience opportunities.

Key job responsibilities

- Own the full lifecycle planning and execution of multiple complex, concurrent AI/ML and automation programs

- Develop comprehensive program plans, drive critical path decisions, manage risks/issues, and ensure on-time delivery

- Coordinate across product and engineering teams to synchronize workstreams and meet commitments

- Provide technical guidance on enhancing algorithm performance, accelerating speed-to-market, and optimizing processes

- Handle cross-team communication, stakeholder expectations management, and organizational priority alignment

- Instill structured execution processes within autonomous agile teams across rapidly evolving technical domains

- Perform data-driven analysis to develop strategies and guide the team towards key operational goals

A day in the life

In this role you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence priorities to meet shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.

About the team

SSA Science is a single-threaded team that has line of sight to developing the most innovative and delightful customer service experiences on the planet.

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

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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.

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