DESCRIPTION

Amazon's Customer Engagement Technologies (CET) team is at the forefront of intelligent self-service and automation, leveraging cutting-edge GenAI technologies. We are looking for an exceptional Senior Technical Program Manager to lead the development and deployment of innovative GenAI chatbots, voicebots, intelligent search solutions, and generative touch experiences as part of our Self-Service and Automation (SSA) Science team.

As a Senior Technical Program Manager, you will bring leadership and structure to high-impact scientific workstreams, encompassing algorithmic advancements, new product feature launches, and initiatives to drive engineering operational excellence. You will collaborate extensively with cross-functional teams, including applied scientists, software developers, product managers, and organizational leaders, to align priorities, manage dependencies, and focus on delivering the highest-value customer experiences.

Key job responsibilities
- Manage the full lifecycle planning and execution of multiple complex, concurrent self-service automation products.
- Develop comprehensive program plans, make critical path decisions, mitigate risks/issues, and ensure timely delivery.
- Collaborate across product, science, and engineering teams to synchronize workstreams and fulfill commitments.
- Provide technical guidance to enhance algorithm performance, accelerate time-to-market, and optimize processes.
- Facilitate cross-team communication, manage stakeholder expectations, and align organizational priorities.
- Establish structured execution processes within autonomous, agile teams working in rapidly evolving technical domains.
- Conduct data-driven analyses to develop strategies and guide the team in achieving key operational goals.

A day in the life
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

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!


About the team

The mission of the 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 teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.