AmazonPrincipal, Technical Program Manager, Associate Experience Technology
Amazon is hiring a Principal, Technical Program Manager, Associate Experience Technology in Seattle, United States. It pays $177k-$239k a year and Level rates it ; you can apply on Amazon.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- The posting mentions program management, cross functional leadership and strategic planning among its tools and skills.
- Level classes it as a senior role.
- Amazon has 20,000+ other open roles on Level.
AI in this role
Drive high-priority cross-portfolio technical programs and build organizational mechanisms across engineering and product teams.
This is an individual contributor role at the Principal level. You will operate as a force multiplier across the entire AE Tech leadership team, owning the programs that are too cross-cutting for any single product or engineering team to own, and building the mechanisms that make a multi-team, multi-domain org deliver faster and more reliably.
Key job responsibilities
- Drive cross-portfolio programs end-to-end. You will own the most complex, highest-stakes programs in the AE Tech portfolio — the ones that touch multiple engineering teams, require negotiating roadmap trade-offs across product areas, and have VP-level visibility. You define the program structure, identify dependencies before they become blockers, sequence workstreams, and own the mechanisms (reviews, metrics, escalation paths) that keep delivery on track.
- Operate in high ambiguity. You will frequently be assigned problems before the problem is fully defined. You diagnose, structure, and frame the work — not just execute a plan someone else wrote. You will develop the recommendations that shape which problems get prioritized, how resources are allocated, and what trade-offs are made at the Director and VP level.
- Build org-wide mechanisms. AE Tech runs across six to eight product and engineering teams with interdependent roadmaps. You will design and operate the operating rhythm mechanisms — cross-team planning processes, dependency management forums, shared metrics frameworks, goal-setting structures — that keep the org aligned and moving fast. You will identify where coordination overhead is creating drag, and you will fix it.
- Own the team effectiveness agenda. You will identify and address systemic gaps in how the org operates: where handoffs break down, where planning processes create rework, where the absence of shared standards slows delivery. You will build durable solutions, not one-off fixes, and you will raise the bar for how the org plans, reviews, and ships.
- Influence technical decisions. You have sufficient technical depth to engage substantively with engineering and applied science leaders on architecture trade-offs, platform choices, and technical risk. You are not a bystander in technical conversations; you are an informed voice at the table.
- Partner at the VP and Director level. You will prepare, facilitate, and follow through on the highest-stakes leadership reviews — goal reviews, planning cycles, executive updates. You will be the person leadership turns to when they need an unbiased, clear-eyed view of program status, risks, and trade-offs across the portfolio.
About the team
Amazon’s Associate Experience Technology (AE Tech) org within CS builds the products, services, and AI systems that power how Amazon’s tens of thousands of customer service associates work every day. We own the full technology stack for contact center operations — the tools associates use to resolve customer issues, the AI copilots that assist them in real time, the workflow systems that classify millions of contacts daily, and the data infrastructure that drives quality and performance insights across Amazon’s global customer service operation.
Our portfolio spans multiple product and engineering domains: AI-assisted contact handling, contact workflow automation, driver and delivery self-service, after-contact work reduction, network simplification, and the data pipelines that connect them. We operate at scale — hundreds of millions of customer contacts annually — and our work directly drives operational cost efficiency and customer experience quality across Amazon’s largest service organization.
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 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 - 177,000.00 - 239,400.00 USD annually
How we rate this
Principal, Technical Program Manager, Associate Experience Technology at Amazon rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where program management was part of your work. What did you do?
- Tell me about a project where cross functional leadership was part of your work. What did you do?
- Tell me about a project where strategic planning was part of your work. What did you do?
- Tell me about a project where technical program management was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Program Management, Cross Functional Leadership, Strategic Planning, and Technical Program Management. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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