AmazonSr. Technical Program Manager, Amazon Customer Experience Improvement
AI in this role
Drive cross-functional program execution for AI/ML workstreams and agentic systems improving customer experience.
Our solutions power the full defect elimination lifecycle: ML models that detect emerging defect patterns before they compound, LLM-based investigation tools that confirm root causes without human intervention, and agentic workflows that drive resolution through the right upstream team. We operate across every marketplace and defect category — from misleading detail pages to chronic damage to expired inventory — partnering with retail, seller services, supply chain, and science to close the loop between detection and fix.
We're looking for a Technical Program Manager who can drive delivery across this system. You'll own cross-functional execution for a platform that spans multiple AI/ML workstreams, coordinate with resolver teams who own the upstream fix, and build the mechanisms that scale defect elimination beyond what any single team could achieve manually. The work is technically deep (agentic AI, detection models, data pipelines), organizationally complex (10+ partner teams with competing priorities), and high-impact (hundreds of millions in prevented concessions, tens of thousands of defects eliminated annually). If you thrive at the intersection of AI systems delivery and cross-org program leadership — and want to build something that directly protects customers — this is the role.
Key job responsibilities
As a Technical Program Manager in this team, you will:
- Interact with Product Managers, other TPMs, and multiple development teams to define, design, and deliver complex product features.
- Manage all aspects of project execution and lead efficient delivery of large programs.
- Devise technical specifications and system integration plans, and demonstrate the 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 management, 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 and senior leadership; and keep everyone informed through regular reporting, status reviews, and other mechanisms.
A day in the life
A typical day might include: unblocking an engineering team waiting on a data access approval from a partner org, reviewing a design for a new agentic investigation workflow, running a cross-org sync with resolver teams to align on launch timelines, and synthesizing progress across multiple workstreams into a leadership update with clear asks. You'll context-switch between technical depth and organizational navigation — often in the same meeting. You'll also leverage AI tools in your own workflow to move faster: using agents to pull ticket data and surface patterns, generating status reports from project trackers, and drafting technical specs that you refine with engineering. The systems you're delivering use AI to eliminate defects at scale — and you'll use AI to manage the complexity of delivering them.
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, TX, Austin - 148,700.00 - 201,200.00 USD annually
USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually
How we rate this
Sr. Technical Program Manager, Amazon Customer Experience Improvement at Amazon rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● 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. Open the description and count.
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
Questions you could be asked
- How do you decide when an AI agent can act on its own versus asking for approval first?
- Tell me about a project where technical program management was part of your work. What did you do?
- Tell me about a project where agentic workflows 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 system integration was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: AI agents, Technical Program Management, Agentic Workflows, Cross Functional Leadership, and System Integration. 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.
- Show where AI is part of your daily process, not a one-off project — this role expects it to be a running habit.
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