AI-Driven TPM for the Associate Journey

Amazon; Seattle (WA); On-site; USD 149,000 - 201,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Customer Service is reimagining the associate experience from the ground up. We’re building a future where every associate—from their first day through their entire career—has an experience designed around them as individuals.

The Technical Program Manager will lead program execution for the Associate Journey, orchestrating delivery across engineering, science, product, and operations to scale AI-native capabilities.

Qualifications

• 5+ years of technical product or program management experience.
• 7+ years of experience 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.
• Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency.

Responsibilities

• Own end-to-end program execution for Associate Journey capabilities spanning pre-hire through tenured associate experiences.
• Orchestrate how and when we deliver—coordinating parallel execution tracks across Engineering, Applied Science, Data Engineering, Product, Operations, and UX.
• Drive technical architecture decisions that impact delivery timelines, operational scalability, and system integration.
• Manage dependency chains across teams, organizations, and systems—identifying blockers early and unblocking teams to maintain momentum.
• Build program mechanisms including delivery milestones, risk registers, and status reporting that provide leadership visibility into execution health.
• Partner with Service Delivery Operations teams to validate implementation feasibility, rollout readiness, and operational constraints.
• Establish program rhythms including sprint planning, dependency reviews, and stakeholder syncs that keep distributed teams aligned.
• Lead coordination for AI-native product development, ensuring engineering, science, and product teams are synchronized on delivery timelines.
• Navigate high ambiguity—defining execution paths and delivery plans where precedent don’t exist.
• Influence senior leadership on delivery approach, resource needs, and technical trade-offs that impact timelines.
• Drive data-driven program management through analysis of delivery velocity, execution health, and program risk indicators.
• Own program retrospectives and continuous improvement mechanisms that improve delivery velocity and execution quality over time.
• Ensure delivery milestones align with product roadmap and business commitments.

Skills

Technical program mgmt

Cross-functional leadership

Software development

Engineering collaboration

Data-driven delivery

Job description

Amazon Customer Service is reimagining the associate experience from the ground up. We’re building a future where every associate—from their first day through their entire career—has an experience designed around them as individuals.

The Technical Program Manager will lead program execution for the Associate Journey, orchestrating delivery across engineering, science, product, and operations to scale AI-native capabilities.