Senior Technical Program Manager, Amazon Customer Service - Social - Seattle | Amazon Job

Job Description

As a Sr. Technical Program Manager for Amazon Customer Service (CS) Social, you'll orchestrate the programs that make social customer service possible at scale across billions of customer touchpoints.

You'll own the execution of complex, cross-functional initiatives spanning social platform integrations, vendor partnerships, and the technical infrastructure that connects our internal capabilities into a unified customer service experience. This isn't just program coordination - it's strategic ownership of the programs that define how Amazon's social CS evolves.

Working at the intersection of product vision and engineering delivery, you'll drive end-to-end execution of critical technical programs, own relationships with external partners and manage commercial agreements and technical SLAs. You'll navigate ambiguity across engineering, legal, security, and finance to find a path forward in the most difficult situations - and translate product and engineering dependencies into sequenced, de-risked delivery plans that keep multi-team programs moving. Your work will directly enable Amazon to meet customers where they are, on the platforms they use every day.

Key job responsibilities
- Own end-to-end program execution for complex, cross-functional technical initiatives spanning multiple engineering teams, external platform partners, and internal Amazon organizations — driving alignment, clearing blockers, and accelerating delivery at every stage
- Manage the full lifecycle of Amazon's social media platform partnerships, including technical integrations, SLA management, vendor escalations, and commercial agreements with partners
- Translate ambiguous product and engineering dependencies into sequenced, de-risked program plans with clear milestones, owners, and contingencies - ensuring the right technical solutions are delivered on time and to the right quality bar
- Lead cross-functional collaboration across engineering, product, legal, security, finance, and operations teams, building consensus and driving decisions in high-ambiguity situations where the path forward is not yet defined
- Establish program health mechanisms and metrics that provide real-time visibility into technical program status, dependency risks, and partner commitments, using data to drive escalation and course correction decisions

A day in the life
Your morning starts with program health checks - tracking dependencies, partner commitments, and what's at risk before it becomes a blocker. By mid-morning you're in technical architecture discussions with engineering leads, surfacing hidden risks and ensuring today's decisions don't create problems six months out. Afternoons bring vendor negotiations, stakeholder narratives, and cross-functional working sessions to unblock stalled dependencies. Your customers are the engineers who need unblocked programs, the PMs who need their roadmaps sequenced, and ultimately the millions of Amazon customers whose social CS experience depends on the infrastructure you're keeping on track.

About the team
CS-Social is Amazon's global team dedicated to delivering exceptional customer service across all social media apps. We monitor and respond to customers, solving problems, escalating systemic issues, and positively engaging with millions of customers worldwide. Our team of associates operates across multiple countries and time zones.

As a Sr TPM, you'll work directly with senior leadership to shape the strategic direction of social customer service at Amazon. You'll mentor other team members, influence engineering roadmaps across multiple organizations, and have the autonomy to drive decisions that impact how customers experience Amazon globally.

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 an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually