Amazon
Principal Technical Program Manager, Amazon Customer Service
$177K–$239K
Seattle, WA · Principal · Full-time · Posted May 19, 2026
- Experience
- 7+ years of technical product or program management; 10+ years working directly with engineering teams; 5+ years of software development.
About the job
Owns the strategy for Amazon Customer Service’s use of Amazon Connect and aligns adoption, platform investments, and feature priorities with Connect teams to improve customer experience at global scale.
What you'll do
- Define Connect strategy and evaluate capabilities for adoption, integration, or build-around decisions.
- Represent Customer Service with Connect product and engineering leadership, advocating for feature requests and influencing the roadmap.
- Align teams on adoption sequencing and migration plans; manage complex technical programs and present strategy to senior leaders.
What they ask for
- 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.
Nice to have
- 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.
Pay
177,000.00 - 239,400.00 USD annually (base salary)
Tools
Amazon Connect
AI focus
The role involves using Amazon Connect, described as AI-powered, and shaping its adoption across customer-service channels; no other specific AI work is stated.
Model-written summary · the original posting is authoritative