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Sr. Technical Program Manager, Amazon Customer Service

April 30, 2026

Are you excited by the idea of being part of the world's #1 Amazon Customer Service (CS) team?

Do you want to innovate using engineering, massive data, and machine learning algorithms? If your answer is yes, then Amazon's Customer Central Technology (CHEX) team is the place for you.

We are a diverse, cross-disciplinary team of builders who are rapidly innovating in advanced user experience research, machine learning, security, and distributed systems to help customers solve problems faster, more easily, and in their preferred way of interacting with Amazon.

Customer Service

Technology systems form the core of Amazon's customer service infrastructure. We integrate with teams across Amazon's entire business and are the experts in using technology to create exceptional service experiences for customers.

Our team is seeking Senior Technical Program Managers to manage large, cross-functional programs that support Customer Service Operations worldwide. In this role, you will be responsible for driving large cross-team projects that span multiple technology and operational teams.

As a Senior TPM, you will anticipate bottlenecks, escalate effectively, make trade-offs, and balance business needs against technical constraints. You will be expected to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner. Maturity, high judgment, negotiation skills, ability to influence, ability to employ scalable mechanisms, and leadership are essential to success in this role.

Key job responsibilities

Managing the lifecycle of complex cross-functional programs.
Focus on managing a single product in a critical technology area and/or managing larger initiatives that span organizations or geographies in support of broader customer service business objectives.
Responsible for the delivery of large and complex projects, ensuring successful execution and completion.
Contribute to and develop OP1/OP2 narratives and take ownership of organizational goals.
Accountable for developing and implementing overall strategy and driving teams inside and outside of the organization to deliver results.
Define programs (including mission, vision, and tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation.

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:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
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 Contact Handling Experience (CHEX) vision is to build tools for our CSAs to deliver Earth's most customer-centric service. We will accomplish this by redefining the CSA experience through understanding CSAs and the job they do. We use this understanding to develop unique products that safely support CSAs in their work.

We partner with the larger CS organization by driving Security, Operational Excellence, raising the bar on User Experience, and owning a set of assets that enable the building of Customer Relationship Management (CRM) functionality to serve our CS customers. Our organization defines the strategy for the contact handling experience across all Customer Service verticals and subsidiary companies, such as Audible.

We own the development of solutions for Consumer services and provide guidance for other verticals to build within our framework. Our work scales to support service in 52 countries and 25 languages. These solutions cover all contact methods: Phone, Email, and Chat.

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, al

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...