Technical Program Manager, Customer Experience and Business Trends, Customer Experience and Bus[...]

Amazon; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading global tech company in London seeks a Technical Program Manager to enhance customer experience through innovative technology. The role involves managing cross-functional teams, driving product success using data insights, and collaborating closely with product managers and engineers. Ideal candidates should have strong technical program management experience, proficiency in modern programming languages, and a background in software development.

Qualifications

• Experience in technical program management working directly with software engineering teams.
• Experience in software development.

Responsibilities

• Oversee scoping of technical resources required to deliver the technical design across teams.
• Hold partner engineering teams accountable for setting and delivering ambitious goals.
• Engage with software developers and technical product managers to reach decisions on technical topics.

Skills

Technical program management

Software development

Stakeholder management

Data analysis

Project management

Education

Bachelor’s degree in engineering or computer science

Tools

Python

Java

SQL

HTML

JavaScript

Job description

Overview

Technical Program Manager, Customer Experience and Business Trends (CXBT) at Amazon. This role is part of the CXBT team which uses technology and innovative methods to assess and improve customer experience. The TPM will be customer-obsessed, data-oriented, technically hands-on, and eager to innovate. You will work with product and engineering teams to drive success of products, tools, and capabilities enabling insights and analysis at pace across multiple Amazon Stores categories and tech teams, partnering with senior business leaders to strategically develop and improve the shopping experience.

The role involves coordinating across products and cross-functional teams, establishing and scaling core operational mechanisms, and aligning priorities as the program moves quickly. Regular travel to Bangalore will be required to collaborate with the engineering team.

A successful TPM will build a holistic view of the relevant tech stack and business needs, anticipate bottlenecks and tradeoffs, break down complex projects into actionable modules, and build stakeholder consensus through clear program documents and communication. The TPM will evaluate customer impact while balancing product cost, quality, and schedule to solve problems effectively and expeditiously. The role suits someone who collaborates across a wide suite of products and capabilities to drive impact on high-priority business needs.

The TPM should be passionate about improving Amazon’s end-to-end processes and technology, and building partnerships across business and development teams to drive changes. You will dive deep into complex systems and metrics, understanding the business context behind data and technology, and use innovative technology and best practices to deliver results.

This role offers the opportunity to make an impact from Day 1 in a dynamic, innovative, and fast-paced environment that continuously builds skills and tackles new challenges.

Key Responsibilities

• Oversee scoping of technical resources required to deliver the technical design across teams.
• Hold partner engineering teams accountable for setting and delivering ambitious goals.
• Drive implementation of technical tasks, monitor key dependencies, and report risks/issues/blockers; manage ambiguity in a fast-evolving product portfolio.
• Engage with software developers and technical product managers to reach decisions on technical topics; stay at the forefront of technology advancements and push for progress across product and engineering teams.
• Understand user needs for the product suite and partner with users during onboarding to identify high-impact improvements with product managers.
• Lead and manage core product operational workstreams, including customer support, device infrastructure labs, and operational efficiency plans; collaborate with external partner teams to deliver.
• Lead quarterly business review series and VP goal updates; prepare reporting and surface key debates for alignment; own strategic planning and leadership-facing documents for annual planning.
• Support hiring and onboarding of new team members and contribute to a high-performing culture.

About the team

The CXBT organization encompasses a diverse set of functions focused on deeply understanding and improving customer experience globally. The team develops products, services, ideas, and data-driven approaches to influence product and service offerings across Amazon businesses, for customers including consumers, developers, sellers/brands, employees, investors, and more. The team uses a mix of technical and non-technical methods and stays aware of industry and business trends. It is global and diverse in profiles, skills, and backgrounds, including Product Managers, Software Developers, Data Scientists, BI Engineers, Business Analysts, Risk Managers, and more.

Basic Qualifications

• Experience in technical program management working directly with software engineering teams
• Experience in software development

Preferred Qualifications

• Bachelor’s degree in engineering, computer science or equivalent
• Proficiency in 1+ modern software languages (e.g., Python, Java)
• Familiarity with front-end technologies (HTML, JavaScript) and back-end technologies (Python, Java, SQL); ability to collaborate effectively with engineering teams
• Proficiency in cloud services, web technologies, virtualization, developer tools, and user interface design
• Experience managing projects across cross-functional teams for software products and features with organizational impact
• Experience with project management disciplines including scope, schedule, budget, quality, risk, and critical path management
• Experience building sustainable processes and coordinating release schedules
• Experience influencing roadmap strategy and defining KPIs to drive multi-million-dollar businesses and reporting to senior leadership
• Experience contributing to engineering discussions around technology decisions related to a product
• Ability to find simple solutions to complex problems and to communicate technical concepts to non-technical audiences

Amazon is an equal opportunities employer. We value diversity and do not discriminate based on protected characteristics. We are committed to protecting privacy and data security in our recruiting process.