Senior Technical Program Manager, Customer Experience and Business Trends

Amazon

  • Seattle, WA
  • Permanent
  • Full-time
  • 14 days ago
DESCRIPTIONWe are seeking a Senior Technical Program Manager to join our exciting team building the technical capabilities to measure Amazon's new GenAI/LLM products - a high-impact, high-visibility product for Amazon. This product provides an opportunity to influence how Amazon teams improve customer experiences. Our near-term objective is to create a self-guided workflow and reporting application that generates monthly/quarterly reports for Amazon senior leadership. The reports on GenAI/LLM are used to make key strategic decisions about investments to positively impact customer experiences across many of Amazon's products and services.The long-term objective is to expand the usability of the application and scale the Agents behind the scene to any/all products at Amazon. The ideal candidate will be comfortable in a fast-paced environment and have proven experience planning, executing, and delivering projects across cross-functional teams. The role will work with engineering, product managers, scientists, lab owners, and legal teams. This position requires balancing competing priorities, negotiating resources, managing technical trade-offs, and delivering measurable business impact. The successful candidate must demonstrate deep technical expertise in data-driven decision making, experience with scientific applications powered by Large Language Models, and the ability to influence without authority across multiple teams.Key job responsibilities
- Work with product managers to scope and define roadmap priorities.
- Develop and execute program roadmaps across product, engineering, and science teams.
- Define success metrics and KPIs, tracking progress towards program goals.
- Create cost awareness of both headcount investment and OPEX, and establish tracking and forecasting mechanism for OP1/OP2 input.
- Leverage your technical understanding of Agents/LLMs to highlight projects risks, look around corners and help the team deliver efficiently.
- Anticipate bottlenecks, provide escalation management, and make strategic tradeoffs to optimize time-to-launch.
- Interface with senior leadership to provide program updates and strategic recommendations.A day in the life
Our team is dedicated to improving Amazon's products and services through evaluation of the end-to-end customer experience using both internal and external processes and technology. Our mission is to deeply understand our customer's experience, challenge the status quo, and provide insights that drive innovation to improve that experience. Through our analysis and our insights, we inform business decisions that directly impact customer experience as customers of new GenAI and LLM technologies.About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.BASIC QUALIFICATIONS- 7+ years of working directly with engineering teams experience
- 5+ years of technical product or program management 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 schedulesPREFERRED 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 leadershipAmazon 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon