Sr. Technical Program Manager, Amazon Customer Service

Amazon; Toronto; On-site; CAD 128,000 - 214,000; Full time

Job summary

Amazon Development Centre Canada ULC in Toronto is seeking a Sr. Technical Program Manager to own scoping, planning and execution for high impact projects within CS and other Amazon units.

You will partner with engineering teams to deliver complex, cross-functional programs using agile methods, driving milestones, risk management, and stakeholder alignment in a fast-paced environment.

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

Cross-functional leadership

Software dev collaboration

Agile methodologies

Job description

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. 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

Company

- Amazon Development Centre Canada ULC

Job ID: A10496165