DESCRIPTION

The mission of the Customer Engagement Technology (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 on the Self Service and Automation (SSA) team.

Join Amazon’s CET SSA team, a core part of our mission is to revolutionize customer experiences through automation and self-service technologies. As a Principal TPM on this team, you will lead the design and implementation of next-generation solutions that leverage cutting-edge Gen-AI technologies to enhance customer interactions. Your role involves driving projects that innovate and improve the efficiency of our automation systems, delivering seamless and personalized customer service experiences on a global scale.

As a Principal TPM, you will work closely with a team of dedicated engineers, scientists, and product managers to harness the transformative power of Generative AI (GenAI) and Large Language Models (LLM) to resolve every customer issue at the first contact and improve our customer and associate experiences. You will navigate technical challenges, manage project escalations, and make critical trade-offs between business needs and technical constraints. Your ability to gather diverse inputs from stakeholders, develop cohesive project plans, and execute these plans effectively will be crucial.

This role offers a significant scope of responsibility, directly impacting strategic projects that drive substantial improvement in customer satisfaction. You will engage with leaders across the company, contributing to initiatives that shape the future of automated customer engagement at Amazon.

Key job responsibilities
• Manage the end-to-end lifecycle of complex technology projects (focused on Gen AI and Automation) within CET SSA, from conception through launch.
• Anticipate and address bottlenecks, provide escalation management, and make strategic trade-offs rooted in business and customer priorities.
• Develop comprehensive project plans, influence stakeholders across multiple domains, and ensure alignment with broader business goals.
• Drive innovation within the CET SSA domain, leveraging AI and machine learning to enhance customer interactions.
• Maintain constant communication with cross-functional teams and stakeholders to ensure transparency and alignment on project goals, roadmaps, and deliverables.
• Support delivery of vision and long-term planning, business requirements, and PRFAQ documents.

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.

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
Join our team of product leaders, scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon’s customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.

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

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 $159,300/year in our lowest geographic market up to $275,300/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.

USA, TX, Austin