Principal TPM — AI Programs for Customer Service

Amazon Inc.

Seattle (WA)

On-site

USD 177,000 - 239,000

Full time

24 hours ago

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Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon is seeking a Principal Technical Program Manager for the Amazon Customer Service CIP organization, located in Seattle, WA. You will own end-to-end program management for highly strategic, AI-powered customer experiences, influencing architecture, product, and science teams across geographies.

The role emphasizes leadership, deep technical judgment, and the ability to translate complex systems into executive-ready narratives.

Qualifications

7+ years of technical product or program management experience.
10+ years working directly with software engineering teams.
5+ years of software development experience.
Experience managing cross-functional programs and coordinating release schedules.

Responsibilities

Define roadmaps for next-generation intent prediction capabilities and multi-modal experiences.
Lead end-to-end CIP program management across architecture modernization and global launches.
Define milestones, success criteria, and delivery plans for multi-team initiatives.
Coordinate across product, engineering, science, UX, and research to align goals.
Identify and mitigate cross-team dependencies and risks before impact.
Translate technical complexity into clear narratives for leadership.
Establish scalable program management frameworks and tooling.
Surface program risks and resource constraints early for course correction.
Mentor TPM talent and build AI fluency across CS.