Sr Technical Program Manager, Customer Engagement Technology in Toronto, Ontario

Description

At Amazon Customer Engagement Technology , we’re constantly innovating to improve our customer experience when they reach our customer support channels . We’re seeking a results-driven Sr. Technical Program Manager to join our team. In this role, you’ll lead cross-functional initiatives to enhance our customer service technologies and tools, ultimately delighting our customers. to deliver on part of the vision, strategy, and execution of Customer Service Associate (CSA) facing applications and tools, which are the cornerstone of our ability to deliver the experience we intend for our customers. In this role, you will lead programs that obsesses over the CSA experience and building the right applications and tools to support them in the day-to-day interactions with customers. You will develop world-class products, build closed-loop mechanisms to inform priorities, and own our technology roadmap in order to measure and improve associate experience and effectiveness worldwide. This is an exciting opportunity to build industry-standard defining products and make an impact on customer experience at Earth’s most customer centric company.

Key job responsibilities

Drive the end-to-end delivery of complex technical programs that improve our customer service capabilities, efficiency, and quality.

• Collaborate with Product, Engineering, and Operations teams to define program scope, requirements, and success metrics.

• Develop and maintain program schedules, identify dependencies, and manage risks to ensure on-time delivery.

• Communicate program status, risks, and decisions to stakeholders at all levels, including senior leadership.

• Analyze data to identify opportunities for improvement and measure the impact of implemented solutions.

• Champion customer backward thinking and apply Amazon’s Leadership Principles in all aspects of your work.

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 committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, 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.