Sr. Technical Program Manager, Amazon Customer Service

Socket.dev; Toronto; On-site; CAD 128,000 - 214,000; Full time

Job summary

Amazon.com is actively seeking a Senior Technical Program Manager to own scoping, planning, and execution for high-impact projects within the Customer Service organization. This role partners with multiple engineering teams to deliver cross-functional programs in an agile environment.

You will lead teams of software engineers, drive delivery, and balance business needs with technical constraints in a fast-paced setting.

Qualifications

• 5+ years of technical product or program management experience.
• 7+ years of working directly with engineering teams.
• 3+ years of software development experience.
• 5+ years of technical program management working directly with software engineering teams.
• Experience managing programs across cross functional teams, building processes and coordinating release schedules.

Responsibilities

• Anticipate bottlenecks, provide escalation management, and balance business needs versus technical constraints
• Make strategic trade-offs to keep programs on track while aligning with broader organizational goals
• Demonstrate excellent leadership skills with the ability to influence and drive alignment across cross-functional teams
• Apply strong technical expertise to solve complex technical problems and design robust, scalable solutions
• Lead hands-on project management, including planning, execution, and delivery of large-scale technical programs
• Combine deep technical acumen with program management discipline to deliver results in ambiguous, fast-paced environments

Skills

Technical program management

Software development

Cross-functional leadership

Agile / Scrum

Release coordination

Job description

Amazon.com is broadly recognized as #1 in Customer Service (CS) in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Associate Engineering Technology department. Especially, we leverage conversational AI and machine learning technology to predict and resolve customer issue in self-service and automation way.

We are looking for Sr. Technical Program Manager (TPM) who can own the scoping, planning, and execution for challenging and high impact projects. This TPM role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple engineering teams within and outside of CS to deliver complex/cross-functional projects. The right candidate will possess a strong technical program management background, will have demonstrated experience leading medium to large projects.

You are an ideal candidate if you have a solid track record of hiring and leading teams of software development engineers to design and deploy in an agile manner.

Key job responsibilities

• Anticipate bottlenecks, provide escalation management, and balance business needs versus technical constraints
• Make strategic trade-offs to keep programs on track while aligning with broader organizational goals
• Demonstrate excellent leadership skills with the ability to influence and drive alignment across cross-functional teams
• Apply strong technical expertise to solve complex technical problems and design robust, scalable solutions
• Lead hands-on project management, including planning, execution, and delivery of large-scale technical programs
• Combine deep technical acumen with program management discipline to deliver results in ambiguous, fast-paced environments

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. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, ON, Toronto - 128,100.00 - 214,000.00 CAD annually