Description

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

The Concessions Worldwide Defect Elimination (WWDE) organization powers CS by developing elegant Customer and Customer Service Associate facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers’ issues using our associate facing products powered through human centered design.

You would design and develop software to build and interface with machine learning models from data you gather, and to interface with Amazon’s numerous backend systems to solve the customers problem right the first time. You work on features that directly impact millions of Amazon customers. You will have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires you to think strategically. You will perform deep dive analytics on existing processes, identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements. We also focus on learning, sharing, innovating and having fun at work. We have a strong family of folks working and growing together. Join us and realize your potential for growth and development.

We are looking for a talented and experienced Technical Program Manager who is excited to lead large cross-organizational projects and initiatives. In this role, you will work hands-on with engineering, leadership and Product Management teams to deliver results while fostering input and participation from all levels of the organization.

Basic Qualifications

• 7+ years of working directly with engineering teams experience

• 5+ years of technical product or program management 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