Technical Program Manager, Customer Service ID-9846

March 31, 2025

Description

Do you enjoy solving complex problems with simple solutions? Would you like to help us innovate on behalf of Amazon’s Digital and Device customers?

The Device, Digital and Alexa Support (D2AS) technology organization is seeking an experienced Technical Program Manager to join the TPM team. The D2AS vision is to create innovative support experiences for customers of Amazon’s devices and digital products, through intelligent self-service solutions and enabling our tech-support organization with tools and technology.

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Interact with Product Managers, other TPMs, and multiple development teams to define, design and deliver complex product features.
Manage all aspects of a project execution, and lead efficient delivery of large programs.
Devise technical specifications and system integration, demonstrate 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 managements, 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, senior leadership; and keep everyone informed through regular reporting, status reviews, and other mechanisms.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.

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:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan”

About The Team

The Device, Digital, & Alexa Support (D2AS) Technology team owns critical applications and backend services to enable our end customers and tech-support associates to solve issues with Amazon Devices like Kindle, Echo, and Fire TVs, to digital services like Prime Video, Music, and Alexa. Some of our key product features the team works on include on-device diagnostics, device screen-sharing for troubleshooting, conversational chat-bots for self-service help, and knowledge graph for easy discoverability of help content.

Our team puts a high value on work-life balance. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. At work, our team is dedicated to supporting new members. We have a great mix of tenured members in the team, who go above and beyond in knowledge sharing and mentorship to make the new comers comfortable in the team.

Basic Qualifications

3+ years of technical product or program management experience
2+ years of software development experience
3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

3+ years of working directly with engineering teams experience

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.

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